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4 in 10 not happy with Luxembourg customer service
Luxembourg

4 in 10 not happy with Luxembourg customer service

17.11.2014 From our online archive
Mobile phone operators and telecommunication providers are among the worst culprits for customer service quality in Luxembourg, a consumer survey has found.

Mobile phone operators and telecommunication providers are among the worst culprits for customer service quality in Luxembourg, a consumer survey has found.

The Quest market research survey in partnership with Customer Xperience First polled 500 residents and 100 cross-border workers and found that nearly a quarter of respondents (23 percent) had had a negative experience with companies in these sectors.

The next offender was clothing stores (17 percent) and electrical and electronic goods retailers (15 percent). Banks had the highest customer satisfaction ranking with 46 percent of customers recording an excellent customer service experience.

The survey results showed that overall four in every 10 customers are not happy with the customer service they have received in Luxembourg.

People aged 35 to 54 were the least likely to be satisfied (48 percent) as were Luxembourgers (41 percent). Cross-border workers were the most likely to say they were happy with customer service, with 66 percent agreeing with this statement.

Part of the problem may lie in the way dissatisfactory service is handled by the consumer. The survey suggested one in two people would walk away and not give direct feedback if they receive poor customer service. The majority said they would recount their negative experiences to friends and family (98 percent), colleagues (89 percent) or on social networks (22.6 percent).

The survey results suggest that part of the problem lies in the ability of companies to welcome feedback and take it on board. Altogether, 51 percent of respondents did not think shops and businesses wanted to hear their feedback.

However, the solution to many of the negative experiences could be as simple as ensuring staff give a polite welcome with a smile (54 percent), that employees have better knowledge of the products and services (66 percent) or that workers are generally friendlier to customers (65 percent).

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