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The Wacky Science Behind Airline Complaints

Extreme angry man shouting at the phone

According to a new study, customers are more likely to complain or praise a company face-to-face.

Market research firm YouGov recently released a study done for Singapore Airlines that measured different perceptions of modern customer service. First and foremost, the study showed that for all customers, politeness is top priority, with transparency and clarity closely behind.

“This is why we keep all lines of customer communication open—including face to face and telephone options—to ensure we provide the human response to complaints that customers are seeking, alongside insightful resolution to their feedback,” Wilson Yong, general manager for Singapore Airlines, told The Telegraph.

The study further showed that most customers today think that, compared to ten years ago, customer service is less human. For this reason, complaints or praise are twice as likely to come out during face-to-face interactions, even though it’s oh so easy to post the online.

Other findings by YouGov’s study where that 14 percent of businesses field one or more complaints a day, and 16 percent of businesses see negative affects on their company due to poor feedback. But they can redeem themselves—67 percent of customers will come back to a company with a better outlook if the company would only listen and admit they were wrong.

Across the travel and entertainment industries, hotels were found to offer the best customer service according to the survey, with long-haul airlines and restaurants in third and fourth place respectively.

[Photo: iStock]

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W
weero September 26, 2015

Singapore Airlines listens to customer complaints? The joke of the young century! The perpetrator playing the parole officer here.