Only 15% of the respondents said they have received exceptional services in the last six months, according to the study.
Telecom, tourism and trade are the main sectors whose services are below expectations, according to the respondents.
Most of the respondents stated that employees who have direct contact with the client are responsible with the delivery of a high quality service, and not the company or managers.
According to the study, 67% of the respondents say that, after a negative experience, they give up the service, 55% share their experience with other people while only 26% file an official complaint and 14% post comments on the provider’s website or on social networks.
On the other hand, almost half of the respondents said they shared the experience of exceptional services with family and friends, while 27% acquired supplementary services from the same provider.
The study “Experience of high quality services” was based on the answers of 567 respondents in 38 counties and was conducted between October 10 and 17.