Liquorland sought customer feedback after every purchase during the lockdown to improve its service. Photo / Supplied.
Consumers have gone from empathy and understanding to once again demanding good service from retailers and service providers.
Customer feedback recorded by some of New Zealand’s largest retailers shows New Zealand consumers no longer always think of Covid-19 when shopping.
With insights into the data from Customer Radar, revealed upstream and during the lockdown, Kiwi consumers felt a sense of empathy for struggling businesses through the pandemic, but now – not so much.
A year after the lockdown, new customer feedback results reveal pandemic fatigue has set in, putting pressure on New Zealand businesses to match their customer experiences.
Mat Wylie, CEO of Customer Radar, said keywords and trends in customer feedback from retailers have changed since the peak of the pandemic.
“Please and thank you – and the words ‘covid’, ‘virus’ and ‘pandemic’ trended very high in early 2020, as you would expect, but in the first quarter of 2021 these references fell 82%, “he said.
“Things have been a little different in this first quarter of 2021, with the word ‘service’ becoming the trending word, appearing in 40% of all comments we monitor, almost double the number of times ‘service’ Appeared at the beginning. from 2020 to 21%.
Wylie said the results underscore the fact that a sense of normalcy has returned for most New Zealanders, “customers again expect a good level of service and an overall customer experience as usual – notwithstanding Covid-19 “.
Wylie said business owners need to make sure they always face delays or insufficient inventory or if they have to raise prices due to the pandemic, they reward customers in other ways.
“Businesses need to be aware that many customers are currently worried about price increases, frustrated by-products that are unavailable due to delivery delays, and less empathetic about bad customer experiences than they are. ‘were around the same time last year,’ Wylie said.
“Communication is the key. The word “communication” is also trending this year, suggesting that customers understand that things are going wrong, but just want to be updated and informed – they appreciate it.
Listening to and responding to customers is a golden opportunity for companies. “
“If prices are to go up, they need to let customers know and make sure the customer experience is the best in other ways,” he said.
“Business owners can make sure they’re doing the best they can with the things they can control, and customers can better understand things like low inventory or shipping delays.”
Angela Hurst, brand and customer experience manager at Liquorland, said the information was invaluable for the company to improve service during various lockouts.
The store was closed at level 4 but was able to open to click and collect orders at level 3.
With each order filled, Hurst said customers were invited to provide their feedback on the new process and how it could be improved.
“We found out very quickly that customers were happy with the new processes we had in place to keep them safe, which gave our stores the confidence that we were doing everything we could,” she said. declared.
“Some customers have found our website a bit difficult to navigate in places, so we have used this feedback to help design a better online user experience and eliminate the issues.”
Hurst said listening to customers and being open to change has helped the business grow through the various lockdowns.
The company now collects comments via QR codes, now most people know how to use them.
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This notice was published: 2021-05-30 00:51:50