Cimigo customer service in vietnam today

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Cimigo customer service in vietnam today

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Cimigo customer service in vietnam today

  1. 1. Customer Service in Vietnam Today! A report by: June 2012 1 A report by: for
  2. 2. In preparation for ERC’s “Uplifting Service” seminar led by the world renowned Ron Kaufman, Cimigo and ERC conducted an online survey with the business community of Vietnam. 291 Company representatives responded. This is the state of play of Customer Service in Vietnam today. 2
  3. 3. 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 than 1/3 of companies have clear Customer Service metrics and the majority fail to investigate Customer Satisfaction with their customers nor benchmark themselves against competitors. Customer Service training is not being extensively deployed, with only 1/3 of companies having this as a core part of their training programme. Few companies run a scheme to reward employees for Customer Service. Most companies believe Customer Service is improving in Vietnam, but 78% believe international companies are better in this area than Vietnamese companies. Given that 9/10 believe Customer Service is essential for international competitiveness, it appears that companies in Vietnam need to focus on this critical area for their future growth and success. We hope you enjoy this report and the forthcoming “Uplifting Service” seminar from the ERC and Ron Kaufman. 3 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 than 1/3 of companies have clear Customer Service metrics and the majority fail to investigate Customer Satisfaction with their customers nor benchmark themselves against competitors. Customer Service training is not being extensively deployed, with only 1/3 of companies having this as a core part of their training programme. Few companies run a scheme to reward employees for Customer Service. Most companies believe Customer Service is improving in Vietnam, but 78% believe international companies are better in this area than Vietnamese companies. Given that 9/10 believe Customer Service is essential for international competitiveness, it appears that companies in Vietnam need to focus on this critical area for their future growth and success. We hope you enjoy this report and the forthcoming “Uplifting Service” seminar from the ERC and Ron Kaufman.
  4. 4. Part1. How would we rate our Customer Service performance today? Part1. 4
  5. 5. On the positive side, the business community recognises the importance of Customer Service. 80% believe it is a key part of their company’s culture… Customer Service in My Company (%) 80 Customer service is a key part of my company's culture 5 63 80 Customer service is a key part of my company's vision Customer service is a key part of my company's culture
  6. 6. But, there are major concerns about the implementation of Customer Service. 2/3 Of companies believe Customer Service needs to improve… Customer Service in My Company (%) 69 The leadership of my company should place more emphasis on Customer Service 6 38 66 My company delivers an excellent level of Customer Service My company needs to improve its Customer Service The leadership of my company should place more emphasis on Customer Service
  7. 7. Part2. What Customer Service processes are we deploying today? Part2. 7
  8. 8. Only a minority of companies appear to measure and benchmark their Customer Service performance. Fewer than 1/3 have clear KPI’s or investigate their performance… My Company Has the Following Processes (%) 31 My company has clear KPIs or Metrics relating to Customer Service 8 29 30 My company benchmarks Customer Service performance versus competitors My company regularly conducts Customer Satisfaction research My company has clear KPIs or Metrics relating to Customer Service
  9. 9. 43% Of respondents have individual Customer Service targets, but only a minority of companies supply training in this area. It seems companies are not supporting teams to deliver Customer Service… 43 I 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 of my company's induction… I personally have attended Customer Service training Customer Service is a key part of my company's training programme
  10. 10. Even fewer companies have a scheme to motivate employees to deliver a high level of Customer Service… My Company Has the Following Processes (%) 10 28 There is a scheme that rewards or recognises employees for outstanding Customer Service
  11. 11. Part3. And our opinions of how well Customer Service is delivered in Vietnam today… Part3. 11
  12. 12. 3/4 Believe that Customer Service is improving, but the majority think Vietnam has much further to travel to deliver solid Customer Service and compete at an international level… Opinion of Customer Service in Vietnam Today (%) 91 Customer Service is key for international competitiveness Companies in Vietnam need to improve Customer Service 12 62 76 78 87 Sales targets are more important than Customer Service targets in… Customer Service is getting better in Vietnam International companies are better at Customer Service than… Customer Service is key for international competitiveness
  13. 13. Appendix Business Respondent Profile Appendix 13
  14. 14. 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
  15. 15. The Voice of the Customer www.cimigo.vn giangvuong@cimigo.com Client Service Director www.cimigo.vn giangvuong@cimigo.com Client Service Director 15

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