In a research conducted by ServiceNow, the food and beverage sector was considered one of the best for customer service in Australia
In a survey of more than 1000 Australians, digital workflow company ServiceNow found that 14 per cent of respondents ranked the food and beverage sector as having the best customer service.
This response puts the food and beverage business on a par with the healthcare services industry for positive customer service experience, and behind the supermarket sector (with 25 percent of survey respondents ranked this industry as the best).
However, Eric Swift, Vice President and Managing Director of ServiceNow ANZ, believes there is room for improvement in every sector.
“Speed, delivery and clarity can all be greatly improved if companies adopt the right technology to better connect different teams and departments to provide a more streamlined and simpler service,” he said. by Swift.
As for what makes a great customer service experience, survey respondents are divided. The older generation said talking to someone based in Australia was important, with Baby Boomers and Gen Xers agreeing at a rate of 75 and 54 per cent respectively.
The younger generation is less concerned with geographical location, as only 24 per cent of Millennials, and 16 per cent of Gen Z believe that talking to someone in Australia is important.
However, despite the age divide, speed is critical, with more than half of respondents saying quickly fixing their issue is the most important factor. Going quickly to someone is also very important, with 47 percent of those surveyed choosing it as important, placing it in the top three most important factors overall.
More than a third of respondents (35 percent) felt that customer service teams were understaffed, while 33 percent believed they did not have the authority to resolve issues.
In total, ServiceNow found that Australians spend more than 89.5 million hours a year ‘on hold’ with customer service teams each year.
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