Post on 14-Sep-2014
description
Customer Servicein Vietnam Today!
A report by:A report by:
for
In preparation for ERC’s “Uplifting Service” seminar led by the worldrenowned Ron Kaufman, Cimigo and ERC conducted an online survey withthe business community of Vietnam.
291 Company representatives responded. This is the state of play ofCustomer Service in Vietnam today.
2
Customer Service in Vietnam Today...80% of companies believe that Customer Service is a key part of their culture.However, the vast majority believe Customer Service needs to improve. Fewer than1/3 of companies have clear Customer Service metrics and the majority fail toinvestigate Customer Satisfaction with their customers nor benchmark themselvesagainst competitors.
Customer Service training is not being extensively deployed, with only 1/3 ofcompanies having this as a core part of their training programme. Few companies runa scheme to reward employees for Customer Service.
Most companies believe Customer Service is improving in Vietnam, but 78% believeinternational companies are better in this area than Vietnamese companies. Giventhat 9/10 believe Customer Service is essential for international competitiveness, itappears that companies in Vietnam need to focus on this critical area for their futuregrowth and success.
We hope you enjoy this report and the forthcoming “Uplifting Service” seminar fromthe ERC and Ron Kaufman.
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80% of companies believe that Customer Service is a key part of their culture.However, the vast majority believe Customer Service needs to improve. Fewer than1/3 of companies have clear Customer Service metrics and the majority fail toinvestigate Customer Satisfaction with their customers nor benchmark themselvesagainst competitors.
Customer Service training is not being extensively deployed, with only 1/3 ofcompanies having this as a core part of their training programme. Few companies runa scheme to reward employees for Customer Service.
Most companies believe Customer Service is improving in Vietnam, but 78% believeinternational companies are better in this area than Vietnamese companies. Giventhat 9/10 believe Customer Service is essential for international competitiveness, itappears that companies in Vietnam need to focus on this critical area for their futuregrowth and success.
We hope you enjoy this report and the forthcoming “Uplifting Service” seminar fromthe ERC and Ron Kaufman.
Part1.
How would we rate our CustomerService performance today?
Part1.
On the positive side, the business community recognises theimportance of Customer Service. 80% believe it is a key part oftheir company’s culture…
Customer Service in My Company (%)
80Customer service is a key part of
my company's culture
5
63
80
Customer service is a key part ofmy company's vision
Customer service is a key part ofmy company's culture
But, there are major concerns about the implementation ofCustomer Service. 2/3 Of companies believe Customer Serviceneeds to improve…
Customer Service in My Company (%)
69The leadership of my companyshould place more emphasis on
Customer Service
6
38
66
My company delivers an excellentlevel of Customer Service
My company needs to improve itsCustomer Service
The leadership of my companyshould place more emphasis on
Customer Service
Part2.
What Customer Service processesare we deploying today?
Part2.
Only a minority of companies appear to measure and benchmarktheir Customer Service performance. Fewer than 1/3 have clearKPI’s or investigate their performance…
My Company Has the Following Processes (%)
31My company has clear KPIs orMetrics relating to Customer
Service
8
29
30
My company benchmarksCustomer Service performance
versus competitors
My company regularly conductsCustomer Satisfaction research
My company has clear KPIs orMetrics relating to Customer
Service
43% Of respondents have individual Customer Service targets, butonly a minority of companies supply training in this area. It seemscompanies are not supporting teams to deliver Customer Service…
43I personally have Customer Service
metrics as part of my goals
My Company Has the Following Processes (%)
9
28
29
36
Customer Service training is part ofmy company's induction…
I personally have attendedCustomer Service training
Customer Service is a key part ofmy company's training programme
Even fewer companies have a scheme to motivate employees todeliver a high level of Customer Service…
My Company Has the Following Processes (%)
10
28There is a scheme that rewards or
recognises employees foroutstanding Customer Service
Part3.
And our opinions of how wellCustomer Service is delivered inVietnam today…
Part3.
3/4 Believe that Customer Service is improving, but the majoritythink Vietnam has much further to travel to deliver solid CustomerService and compete at an international level…
Opinion of Customer Service in Vietnam Today (%)
91
Customer Service is key forinternational competitiveness
Companies in Vietnam need toimprove Customer Service
12
62
76
78
87
Sales targets are more importantthan Customer Service targets in…
Customer Service is getting betterin Vietnam
International companies are betterat Customer Service than…
Customer Service is key forinternational competitiveness
Appendix
Business Respondent Profile
Appendix
53%47%
>50% is B2B
>50% is B2C
11%19%
39%
30% Senior leadership
Senior management
Mid-level management
Junior level
Business Respondent profile…
Company Revenue Source: B2B vs B2C
Seniority Level of Respondent
14
24%
32%43% <21 employees
21-100 employees
>100 employees
11%19%
39%
30% Senior leadership
Senior management
Mid-level management
Junior level
Seniority Level of Respondent
Size of Company Worked For
The Voice of the Customer
www.cimigo.com
joewheller@cimigo.comManaging Director
www.cimigo.com
joewheller@cimigo.comManaging Director