Cimigo customer service in vietnam today

Customer Service in Vietnam Today! A report by: for June 2012 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 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 How would we rate our Customer Service performance today? Part 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 (%) Customer service is a key part of my company's culture Customer service is a key part of my company's vision 80 63 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 (%) The leadership of my company should place more emphasis on Customer Service 69 My company needs to improve its Customer Service My company delivers an excellent level of Customer Service 66 38 What Customer Service processes are we deploying today? Part 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 (%) My company has clear KPIs or Metrics relating to Customer Service 31 My company regularly conducts Customer Satisfaction research 30 My company benchmarks Customer Service performance versus competitors 29 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 My Company Has the Following Processes (%) I personally have Customer Service metrics as part of my goals Customer Service is a key part of my company's training programme 43 36 I personally have attended Customer Service training 29 Customer Service training is part of my company's induction 28 Even fewer companies have a scheme to motivate employees to deliver a high level of Customer Service My Company Has the Following Processes (%) There is a scheme that rewards or recognises employees for outstanding Customer Service 28 10 And our opinions of how well Customer Service is delivered in Vietnam today Part 11 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 (%) Companies in Vietnam need to improve Customer Service 91 Customer Service is key for international competitiveness 87 International companies are better at Customer Service than 78 Customer Service is getting better in Vietnam 76 Sales targets are more important than Customer Service targets in 62 12 Business Respondent Profile Appendix 13 Business Respondent profile 47% Company Revenue Source: B2B vs B2C 53% >50% is B2B >50% is B2C 30% 11% Seniority Level of Respondent 19% Senior leadership Senior management Mid-level management 39% Junior level 43% Size of Company Worked For 24% 100 employees 14 The Voice of the Customer www.cimigo.vn giangvuong@cimigo.com Client Service Director 15 [...]... our opinions of how well Customer Service is delivered in Vietnam today Part 3 11 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 (%) Companies in Vietnam need to improve Customer Service 91 Customer Service is key for international... improve Customer Service 91 Customer Service is key for international competitiveness 87 International companies are better at Customer Service than 78 Customer Service is getting better in Vietnam 76 Sales targets are more important than Customer Service targets in 62 12 Business Respondent Profile Appendix 13 Business Respondent profile 47% Company Revenue Source: B2B vs B2C 53% >50% is B2B >50% is... Senior leadership Senior management Mid-level management 39% Junior level 43% Size of Company Worked For 24% 100 employees 14 The Voice of the Customer www .cimigo. vn giangvuong @cimigo. com Client Service Director 15