- The document discusses the results of a survey on customer service in Indonesia conducted by DailySocial.id in 2017 with over 1,000 respondents. - It found that most respondents, 79%, had voiced complaints to customer service desks before, with telephone, email, and in-app chat being the preferred methods. - For response times, most were willing to wait under 30 minutes, though many would also wait to be called back the same day for help.

1. CUSTOMER SERVICE
IN INDONESIA'S
DIGITAL ERA
SURVEY 2017
©2017 DAILYSOCIAL

2. BACKGROUND
▪ Customer Service quality in Indonesia is an interesting question to
explore, particularly when there are some perceptions that Indonesian
consumers do not care very much about service quality.
▪ There is also the interesting question of using AI-powered chat-bots in
tackling Customer Service hotlines.
▪ This survey conducted by DailySocial.id in cooperation with JakPat
Mobile Survey Platform seeks insights into this Customer Service issue
by conducting a survey reaching 1018 respondents among smartphone
users from throughout Indonesia

3. DEMOGRAPHICS
2,06%
12,49%
39,92%
20,45%
15,73%
5,11%
2,75%
1,47%
< 16 16-19 20-25 26-29 30-35 36-39 40-45 > 45
* 1018 online survey respondents/2017
33.92%
66.08%
Gender
Age Range

4. FINDINGS

5. VOICING OUT COMPLAINTS
Yes, I Have
79.15%
No, I Haven’t
20.85%
Q: Have you ever made a complaint to a business‘
Customer Service (CS) desk?
Our respondents are quite
assertive in voicing out their
dissatisfaction when using a
service, with 79.15% of
respondents reporting they
have complained to CS in the
past.
* 1018 online survey respondents/2017

6. PREFERRED
COMMUNICATION METHOD
Telephone
26.06%
Email
37.36%
In-app/web Chat
12.59%
Social Media
10.91%
Chat Apps
7.37%
2,26%
0,79%
2,65%
Visiting the "Physical Office" of the service
Through other communications method
I don't like to complain about my issues
* 1018 online survey respondents/2017

7. Our respondents report that their favorite Customer Service method is
through Telephone (26.06%), Email (37.36%), and in-App/in-Website text-
chat/voice-chat systems (12.59%)
PREFERRED
COMMUNICATION METHOD
------------------------------------
-------------------------------
------------------------------------------------

8. WILLINGNESS TO
WAIT FOR A RESPONSE
32,45%
22,91%
9,93%
16,13%
11,60%
1,18%
5,80%
In 10 minutes or less
Between 10 minutes to half an hour
More than half an hour, while waiting to be contacted
again in at most one hour
Wait to be called back, so long as its on the same day
Wait to be called back tomorrow or in a week
Willing to wait a week, or a month, or even longer
Not willing to wait at all; they must respond to me
immediately.
* 1018 online survey respondents/2017

10. For the complete version of "
Customer Service in
Indonesia's Digital Era",
download it for free here.
COPYRIGHT ©2017 DAILYSOCIAL.ID