On hold? About 5 in 10 Singaporeans complain about unresolved customer service issues

Organisations risk more than 5% of their sales with poor customer service.

Almost half of customer service issues are left unresolved in Singapore, data from Qualtrics XM Institute showed.

Of those whose issues got resolved, only 20% said they were fullly satisfied with the time they had to wait for a response.

According to Qualtrics XM Institute, organisations risk more than 5% of their sales due to poor customer experiences, which is why they need to enable and empower frontline teams to resolve issues in a timely and effective manner.

In Singapore, customers prefer to complete common customer service interactions using one of three human interaction channels. The most preferred channel is meeting with someone in person (27%), with 21% choosing to speak with someone on the phone. Self-serve options via mobile (25%) and computer (20%) are also prominent, demonstrating the need for organisations to ensure a consistent and integrated experience across all channels.

Consumer preferences are also impacted by the type of interaction, with talking to someone on the phone the overwhelming choice when trying to resolve billing issues (45%) or receiving technical support (35%).
In contrast, self-service options are the most popular choice for transactional engagements like booking airline tickets (72%), getting a status update on orders (64%), and scheduling a medical appointment (57%).

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