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Amex GCSB Infographics

The document summarizes the results of a survey conducted in 9 countries including Singapore about public attitudes towards customer service. It finds that Singaporeans are the most demanding about poor customer service globally, with 66% not completing purchases due to poor service. Singaporeans also tell more people on average about negative customer service experiences than those in most other countries surveyed.

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Anderson Bedoya
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57 views1 page

Amex GCSB Infographics

The document summarizes the results of a survey conducted in 9 countries including Singapore about public attitudes towards customer service. It finds that Singaporeans are the most demanding about poor customer service globally, with 66% not completing purchases due to poor service. Singaporeans also tell more people on average about negative customer service experiences than those in most other countries surveyed.

Uploaded by

Anderson Bedoya
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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American Express

Global Customer Barometer 2017


The American Express Global Customer Service Barometer is a flagship survey
conducted across 9 countries –  Singapore,  United States,  Canada,
 Mexico,  Italy,  UK,  India,  Japan, and  Hong Kong – to capture
public attitudes towards customer service. The survey is conducted among a
random sample of 1,000 consumers aged 18+ in each of these countries.

Singapore compared to the world

Singaporeans 2 in 3 or
are the most
demanding
globally about
66% of Singaporeans did not complete
a business transaction or make a purchase
poor customer because of poor customer service.
service
Percentage of respondents
Rank
1st 1st 2nd 3rd

66% 66% 63% 52% 51% 46% 42% 39% 20%

1 in 3 or

33%
of Singaporeans will immediately consider switching
companies after 1 instance of poor customer service, and

67%
of Singaporeans are willing to
experience 2 or more bad
experiences before they switch.

Singaporeans
are willing to
spend more with
72% are willing to spend 16% more, on average,
because of excellent customer service. In addition, 65% have
a company that spent more with a company because of a history of positive
provides better customer service experience.
service
Average percent more willing to spend
Rank
1st 2nd 3rd

21% 17% 16% 15% 13% 12% 12% 10% 9%

Singaporeans
tell more
people about
On average, Singapore consumers tell 24
people about their
poor customer service experience – the second highest among
their negative countries surveyed – but only 12 people for good customer
customer service service experience.
experiences
Average no. of people told
Rank
1st 2nd 3rd 3rd

31 24 21 21 18 16 15 12 7

Singaporeans
appreciate
suggestions
Singapore ranks 3rd in the world when it comes to
appreciating suggestions for additional services / upgrades
for additional based on their stated needs or history with the company.
services /
upgrades Percentage of respondents who appreciate
suggestions for additional services
Rank
1st 2nd 3rd

76% 60% 56% 45% 43% 41% 40% 37% 30%

Things to know to provide great


customer service in Singapore

41% 20% 20%


key attributes to
improve customer
service in the
next 5 years Speed Personalization Education
Take care of Train representatives Make me aware of
customer needs to make a personalized benefits and services
more quickly connection that can help me

Maximum
waiting times Maximum wait-time via phone
for customer
Less than Between 5 and 15 or more Average maximum
service help
5 minutes 15 minutes minutes wait time

39% 36% 25% 11 minutes


Maximum wait-time in person
Less than Between 5 and 15 or more Average maximum
5 minutes 15 minutes minutes wait time

22% 38% 40% 15 minutes


Top 3 traits
of a great
customer service
professional

Efficient Empathetic Empowered

32%
Answers
18%
Connects
20%
Able to handle
my questions with me my requests
quickly personally without transfers

Source: American Express® Global Customer Service Barometer

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