RSS
Study: Quarter of Romanians would pay 10% more for quality services
A quarter of Romanians would pay 10% more for quality services, while 40% take into account to change suppliers at the first negative experience, according to a study made by UP! Your Service.
Most people (71%) declare that the quickness and efficiency of interaction with a company are the main aspects which would make their experience better and for which they would be willing to pay more. These aspects are followed by better trained employees, more attentive to the customers’ needs (52%).
Although clients appreciate quickness, most of them preferring human interaction in relation with companies, 62% of respondents declare they want to relate more with their representatives.
Direct interaction with a company representative, on the phone or online, on the website or by email, remains the main communication channel with companies which purchase products or services for most of Romanian respondents (75%).
At the same time, 37% say they prefer interaction via social media, instant message applications or smart phone applications and only a Romanian out of 10 declare he/she wants to interact with a company by phone, by means of an automatic system. Thus, 8 out of 10 respondents consider that lately, organizations have lost touch with the human element in relations with customers.
An experience below expectations determine customers to give up services of a company. About 40% say they take into account changing the supplier after the first negative experience, while half of respondents are more lenient, giving up products and services of a company after 2-3 situations in which there was an unfavorable experience. Industries where clients say they often have experiences below expectations are transport, education, constructions and retail. At the opposite pole fields like online trade, telecommunications and financial services offer services of better quality.
UP! Your Service Romania study was made over March-April 2018 on a sample made of 1,923 respondents throughout the country.