New Zealand companies provide the best customer service, according to a survey assessing customer satisfaction levels around the world.
The survey findings, published by financesonline.com and based on the ZenDesk Benchmark report conducted during the first quarter of 2014, suggests that 92% of customers in New Zealand are satisfied with the products, services and service levels they receive from local businesses.
Canada ranks second, with a score of 90%, with the remainder of the ‘top 10’ occupied by Norway (also 90%); Australia and Denmark (both 89%); Mexico (88%); Israel and United Arab Emirates (both 84%); Brazil and Russia (both 83%).
The US is rated 15th, with a score of 82%, although its position improved from 17th in a similar poll conducted in the fourth quarter of 2013.
The survey also rated industries by customer satisfaction levels, with government and non-profit organisations surprisingly taking top position with a 95% rating worldwide. The remainder of the ‘top ten’ was made up by IT services and consultancy (94%); education (92%); real estate and web hosting (both 91%); healthcare (89%); manufacturing and computer hardware (87%); professional and business support services (86%); financial and insurance services (84%); and software (83%).
Other findings included 86% of buyers polled saying that they were ready to pay more in return for a better customer experience, while 70% stated that they were willing to do business again with a company that speedily and effectively resolved any complaints.
Gartner CRM Guide 2014
, financesonline.com says that more companies are adopting customer relationship management (CRM) to improve sales. The CRM market has grown from one worth US$16bn in 2011 to an estimated US$23.9bn this year and the figure likely to reach US$27.4bn by 2017.
“By 2020, customer experience will overtake price and product as the key brand differentiator,” the group predicts.
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