Tag: Italy

A study commissioned by DHL Express has revealed that the average European consumer spends more than two hours and 33 minutes per week dealing with customer services.
The independent online survey of 6,435 adults in France, Germany, Italy, Poland, Sweden and the United Kingdom, has revealed some consistent expectations amongst European respondents about customer service:
• Lengthy waiting times (86 pct) is cited as top frustration for Europeans dealing with customer service, yet 71 percent of Europeans had to wait up to a week for their problem to be resolved
• 62 percent said they would seek an alternative supplier of the product or service if they received bad customer service, and 66 per cent disliked automated answering services
• Interestingly, more European men say they prefer to deal with customer service operators face-to-face than women (34pct vs. 32 pct). When asked about their preferred method of communication, Britain and France are in agreement, opting to speak to a representative face-to-face (43pct), compared to the rest of Europe who prefer speaking to a representative on the telephone (40pct).
• When asked which industry provides the best customer service, opinions were mixed with banks, retail and hotels all ranking well, amongst others such as telecommunications, utility, restaurants, insurance, healthcare, express delivery and online industries. For instance, banks are rated as the best customer service provider, according to 22 percent of total respondents from Poland, France and Sweden, whereas the Italians and Germans consider retail companies to offer the best service (19pct). A quarter of Britons (24pct) have chosen the hotel industry, while 14 percent of respondents from France infer that hotels, restaurants, and banks provide equally good customer service.