SINGAPORE – Providing excellent customer support can actually make a distinction, whether or not you’re a bricks-and-mortar enterprise or an e-commerce one, famous analysis agency Statista.
From March 8 to April 14, The Straits Times and Germany-based agency Statista are in search of organisations that present the most effective customer support in Singapore.
The survey invitations customers to share their views on the most effective customer support suppliers right here.
Covering classes starting from bricks-and-mortar clothes retailers to eating places, to magnificence and wellness providers, in addition to on-line providers and digital merchandise, the listing of eligible corporations was the results of in depth analysis by Statista relating to all sectors which can be contact factors for customer support.
To qualify for analysis as a part of the survey, corporations will need to have had clients who purchased merchandise, utilised their providers or researched data on them throughout the final three years.
For every class, probably the most related manufacturers had been included – in keeping with elements comparable to status, the variety of shops they’ve right here, and the power to make orders inside Singapore.
“During the pandemic, the retail industry has taken a major hit, especially bricks-and-mortar stores… so in order to get back to business, customer service has proven to be a decisive factor,” mentioned Ms Jana Meusel, senior analyst at Statista.
Statista famous that customer support may be supplied in a number of methods, whether or not it’s by way of a shopper contacting a hotline, looking for an organization’s web site on-line, or having contact with a workers member at a retailer.
“According to Statista’s Global Consumer Survey 2021, almost one-third of customers in Singapore say they gladly pay for services that make their life more convenient… poor customer service is a relevant driver for consumers to stop doing business, whereas good service sells,” mentioned Ms Meusel.
Services with private contact are most popular by round 30 per cent of customers right here, she added.
“This shows that personal contact is still an important factor, even given the digitally driven pandemic age,” she mentioned.
The rise of e-commerce platforms has solely additional elevated the significance of customer support.
Said Ms Meusel: “With the shift to e-commerce, customer service will gain importance as a differentiating factor in the growing crowd of providers. Providing outstanding customer service can really make a difference, for both bricks-and-mortar and e-commerce.”
The Straits Times’ Singapore editor Zakir Hussain mentioned: “Customer service is one area our readers contact us about, to complain about poor service, but also to commend outstanding service. This survey helps recognise companies that offer outstanding service, which could give businesses an edge amid a more challenging post-Covid-19 landscape.”
This is the primary version of the survey and the outcomes will probably be revealed in The Straits Times later this 12 months.
Those who want to take part within the survey can go to this website by April 14.
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