58% of Australians Share Poor Experiences

NewVoiceMedia has found that 58% of Australian consumers will tell friends not to use a business following an inadequate experience.

By comparison, only 27% of UK consumers and 49% of US consumers will exhibit the same behaviour.

It was also found that more than half (53%) of Australian 25-34-year-olds seek revenge online, compared with 39% of their UK counterparts.

Australians are also nearly twice as likely as UK consumers to choose social media as the most effective way of resolving a problem.

“While it is damaging to a brand when customers tell friends and family if they are dissatisfied with service they’ve received, it’s not nearly as powerful and immediate as those who take their complaints online, particularly as consumers are increasingly turning online to read about others’ experiences before choosing a product or supplier. Over the next few years we expect to see these statistics soar as the younger generation matures,” said Jonathan Gale, CEO at NewVoiceMedia.

Women are more patient than men when it comes to bad interactions

In the US, UK and Australia, women are more patient than men when it comes to bad interactions, yet much more likely to head online to complain about a company (35% Australia, 36% US and 19% UK).

However, the significance consumers place on excellent service presents opportunities as well as threats, as organisations can boost their business by getting it right.

76% of Australian consumers will recommend a company

76% of Australian consumers will recommend a company following a positive experience (71% in the UK, 69% US) and 77% of overall respondents said that good service had a considerable influence on their loyalty.

For more information about NewVoiceMedia, visit their website.