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Study: four out of ten Romanian buyers complain about the quality of services or products they acquired
Only 41% of the Romanian buyers lodged a complaint as regards the services or products of the companies they interacted with, but this does not mean the rest of 59% of the Romanians were satisfied every time, shows a study made by the market research company 4Service Group Romania.
Thus, some of the buyers felt discouraged from the beginning or they were influenced by previous experience with the representatives of the departments for client relations. At the same time, over 10% of the consumers say that their action was useless or they did not receive an answer to their request.
'Most complaints of the Romanian buyers were made through the phone. More exactly, 18.7% of the consumers used the call centre of the companies, 5.4% preferred to refer to the personnel in the shop, while 2.8% expressed their discontent in the social media' the press release says.
As regards the feedback, more than a quarter of the Romanians' complaints were left unanswered. A percentage of 34% received an answer in 24 hours, almost 6% received an answer in a few hours, and over 7% in one hour. However, almost 13% of the interviewees said that they received an answer in less than 5 minutes, according to the study.
'An interesting aspect is the reaction of the employees who received the complaints. Less than 19% of them reacted politely when they were asked for the book for complaints or a superior was required to be present. The great majority were unaffected or indifferent. Only 4.5% of the employees reacted negatively to such a request' the press release says.
In exchange, almost half of the employees who took the complaints tried to solve the problem themselves, without using the colleagues or the superiors. Thus, less than 55% of them apologised for the inconvenience created to the clients, but even so, almost two thirds of them use standard phrases in the discussions with the customers.
'The reasons for which the Romanians make complaints are as varied as possible: late deliveries, wrong orders, unsatisfactory quality products, technical matters, non-compliance with the programme schedule, lack of professionalism of the personnel or two long queues at the cash-in' the press release says.
As regards the solution to the complaints made by the Romanians, the results are balanced, 34.4% of the interviewees were satisfied with the fact that the complaint was solved according to their expectations, 28.2%of them say that the problem was solved only partially, while 37.3% say that the complaint was not solved, according to the study.
The study was made by the market research company 4Service Romania in March 2018 on a sample of 504 people.