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.
The US dollar and debt yields falling on the North Korea missile test, treasury being a top target for cyber criminals and why treasurers aren't into real-time payments all hit the latest headlines in the world of treasury this week. Don't miss our ten top news stories from around the world.
Treasurers are being expected to do more work with fewer resources than ever before, so it is little wonder that the automation of day-to-day operations was highly discussed on the second day of EuroFinance, the annual treasury event held in Barcelona this week.
Chicago based Treasury Management System (TMS) vendor GTreasury and Sydney based risk and treasury management vendor Visual Risk have joined forces in a strategic alliance to ... read more
After winning the German presidency for her fourth term, Angela Merkel must weld a coalition government or have a minority rule with the most far-right politicians seen in 50 decades.