92% of the population dissatisfied with the quality of customer services, public and private

(Agence Ecofin) – In its latest survey of trends in customer relations in Côte d'Ivoire, conducted in March to April 2019, and published recently, consulting firm Qualivoire reveals that 92% of the population studied is not satisfied with the quality of customer service in private and public organizations.

According to this survey, which covers 1241 people surveyed, 45.6% of respondents are very dissatisfied with the quality of services. Follow-up of those who are dissatisfied (46.6%), moderately satisfied (2.5%) and satisfied (5.3%).

Yet 100% of respondents believe that the Customer Relationship Service is a determining factor in the choice of a company.

The document also provides information on the major trends of dissatisfaction in the different sectors of the country's activities. And on the issue, the transport sector has the highest rate of dissatisfaction with a rate of 100%.

It is followed by the public services and communal services with each a 96.5% dissatisfaction rate.

Next come the banking sector (94.5% dissatisfied), telephony (93.5%), insurance (93.5%), mass retail (93%), trade and distribution (92%). %), hotels and restaurants (85%) and clothing (83%).

In the same vein, the 2019 edition of this survey on customer relations in Côte d'Ivoire also focused on customers' appreciation of the communication made by Ivorian companies through social networks. This revealed that 6.70% and 30% of the respondents are respectively "very satisfied" and "satisfied" with this communication. While 44.40% are moderately satisfied, 13.30% are not very satisfied, and finally 5.6% are not very satisfied.

Regarding the after-sales services (SAV) of Ivorian companies, the survey reveals that 57.90% of Ivorians consider them "unpleasant" and "unprofessional". Against 42.10% who feel that they are professional and helpful. Among the causes of this high rate of dissatisfaction, we can note: the mistreatment of claims; the fact that the interlocutor asks to return or to call back several times, without winning a case; the fact that the products or services no longer matched customer expectations, etc.

Finally, this study provides more information on the business sectors most affected by customer departures to other providers. The reasons given are mainly due to the fact that the interlocutors have not been able to respond to the customer's request. Or that the customer did not get the expected service. Or, despite their loyalty, products or services no longer matched customer expectations.

Thus, the telephony sector is the most impacted by the phenomenon of change of provider by the customer because of dissatisfaction with a rate of 67.8%. It is followed by the banking sectors (28.9%), retail and distribution (28.9%), public transport (27.8%), insurance (16.7%) clothing or fashion (13.3%), supermarkets (8.9%) and finally tourism and hotels (7.9%).

André Chadrak