Toggle navigation Load unfinished survey Resume later default Caution: JavaScript execution is disabled in your browser or for this website. You may not be able to answer all questions in this survey. Please, verify your browser parameters. 2020 Customer Experience Survey There are 13 questions in this survey. Customer Experience in South Africa Overall, how satisfied are you with the customer service of the businesses that you buy from regularly? Choose one of the following answers Delighted Happy Happy enough Not happy at all No answer What are the top customer service channels that you use to contact a business? Check all that apply Email Phone WhatsApp Online chat Other: How important is good customer service to you when deciding which businesses to buy from? Choose one of the following answers Really important Important Kind of important Not important at all No answer How important is good customer service when you are deciding whether to purchase from a company again? Choose one of the following answers Really important Important Kind of important Not important at all No answer What frustrates you most about customer service? Choose one of the following answers Hard to speak to someone Often I can’t help myself No single view of all of the conversations Customer agent cannot immediately resolve issue/query No answer Do you value the option to self-serve and find answers yourself on a company’s website? Choose one of the following answers Yes No No answer In what areas do businesses in South Africa need to improve their customer experience? Check all that apply Provide more channels to contact the customer service team Respond faster to customer service queries Make information easier to find on the website Other: How important is it to you to connect with a human when communicating with a business? Choose one of the following answers Really important Important Kind of important Not important at all No answer How quickly would you expect a customer service representative to get back to you if contacted a business via: 1 Hour 1 Day 1 Week No answer Email 1 Hour 1 Day 1 Week No answer WhatsApp 1 Hour 1 Day 1 Week No answer Phone call 1 Hour 1 Day 1 Week No answer Do you view brands with strong customer service more favourably? Choose one of the following answers Yes No No answer In terms of customer service what elements do you value most? Check all that apply Speaking to a human Fast response times Being able to find an answer to a query yourself Having many contact channels to choose from How easy is it for you to get in contact with companies in South Africa when you need to? (Where 1 is not easy at all, and 5 is very easy.) 1 2 3 4 5 No answer Which companies in South Africa do you think deliver excellent customer service? Submit Load unfinished survey Resume later Please confirm you want to clear your response? Exit and clear survey ×
