Sinotrans to the economist recently published survey, consumer expectations for service is increasing, but to buy consumer electronics products, pay more attention to product quality. "Survey shows that price is no longer the sole influence buying behavior, consumer expectations for service because of the increasing not only stems from the revenue, but developed information and fierce market competition.
Consumer views about customer service and changes in demand, especially for service quality expectations, determine their final choice. "Sinotrans Wu, Managing Director, pointed out that, despite the efforts of enterprises in the service level, but the consumer expectations for customer service improvement may be faster. For enterprises, this implies challenges that also contains a chance.
In recent years, major household appliances enterprises have set up a customer call center, although consumers on their various complaints remain inadequate, but survey shows that most consumers are on call center positive attitude. Survey shows, after-sales service, consumers want access to fast when you need service support, and wish to provide feedback.
In addition, survey data show that 68% of the respondents before the purchase of product, if their advice is not a good response, will abandon the purchase. Similarly, 59% of respondents said they buy the product, such as merchants and slow, will avoid much of. When you purchase a product, it is important that staff attitude and return policy is flexible, 75% of the respondents indicated that rude staff will let their refusal to purchase products, 61% of respondents indicated that without the refund policy, will enable them to make the same decision.
In addition, if consumers from purchasing Enterprise got bad service, 63% of the respondents would go and choose another brand.
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