Verint-Commissioned Research Reveals Superior Customer Service Beats Price in Asia Pacific Markets
| • Survey spans consumers in six countries and five key industries for insights into consumer service expectations |
| • Service beats price – only 23% of consumers believe price is more important than service |
| • Poor customer “experiences” are common – in every industry, more than half of respondents reported a poor customer service experience |
| • Consumers are sharing their positive and negative experiences online at unprecedented rates – 53% of consumers are willing to share comments on social media, blog and websites |
HONG KONG & MELVILLE, N.Y. --
Verint
Systems Inc. (NASDAQ: VRNT) yesterday announced
results from a consumer insights survey conducted by
Ipsos, a global market research organization, on the
state of customer service in the Asia Pacific region. In
the survey of more than 5,800 consumers across six
countries—including China, Hong Kong, India, Japan,
Australia and Indonesia—consumers revealed that most
have experienced poor customer service, and
surprisingly, have low expectations of receiving great
service.
Key findings paint a common picture of poor customer
service, frustrated consumers with low service
expectations, an increased rate of sharing positive or
negative experiences online to a wider audience, and a
willingness to place a greater value on customer service
than price.
Low Service Expectations Provide Opportunities to
Delight the Customer
The Verint Consumer Insights study revealed that the
percentage of consumers that experience poor customer
service is high across all surveyed industries in Asia
Pacific: financial services (51%), utilities (51%),
hotel and travel (51%), retail (59%) and telecoms (64%).
With survey results suggesting that consumer
expectations of customer service are low, companies that
can improve their customer experiences are well
positioned in today’s market to gain significant
business advantage over the competition. Verint’s
Impact 360® Workforce Optimization and
Voice of the Customer Analytics software can help
by capturing and sharing intelligence across the entire
organization. This not only allows a company to deliver
a more consistent, customer-pleasing experience, but
also helps avoid over and understaffing and drive down
costs, identify trends, and use the “voice of the
customer” to drive strategic decisions on products,
services processes, and more.
Customers Value Service Over Price
In addition, the study found that consumers in all
countries—including emerging markets where there is a
common “price is king” perception—place a premium on
good customer service, with only 23% of consumers
valuing price over service. As shown by the survey,
roughly 45% of consumers are willing to pay more for
better service, particularly in China and India.
Read more
here.
About Verint Systems
Verint® (NASDAQ: VRNT) is a global leader in Actionable
Intelligence® solutions. Its portfolio of Enterprise
Intelligence Solutions and Security Intelligence
Solutions helps organizations Make Big Data Actionable
through the ability to capture, analyze and act on large
volumes of rich, complex and often underused information
sources—such as voice, video and unstructured text. With Verint solutions and value-added services, organizations
of all sizes can make more timely and effective
decisions. Today, more than 10,000 organizations in over
150 countries, including over 80 percent of the Fortune
100, count on Verint solutions to improve enterprise
performance and make the world a safer place.
Headquartered in NY, Verint has offices worldwide and an
extensive global partner network. Learn more at
www.verint.com.
Contact:
Candace Flynn, 303-254-7152
candace.flynn@verint.com
or
Wilson Chin, (+852) 2797 5648
wilson.chin@verint.com
