The hospitality and retail sectors were voted the best performers when it comes to the customer experience in a new research by Pegasystems.
Consumers said restaurants and hotels were the top-ranking industries, with 43 per cent and 40 per cent positive feedback, respectively, and retail came third, on 30 per cent.
The study also revealed the most important factors for consumers seeking a good service include: listening to and understanding their needs (46 per cent), having a representative with a courteous/patient/friendly attitude (36 per cent) and responding to inquiries in good time (34 per cent).
Investment service companies, utility providers and real estate agents were tied in the second last position with 5 per cent of customer satisfaction and electronic commerce sites only got 3 per cent.
Pegasystems' managing director for Australia and New Zealand, Scott Leader, said the research indicated service organisations still need to enhance the customer experience.
"CRM [customer relationship management] doesn't just track customers' movements but anticipates their needs, adapts as those needs change and provides an exceptional experience every time," he said.
"It's where the future of service industries lies and organisations should take heed."
Psychologist Alison Hill, of Pragmatic Thinking, said time was important to consumers: "Every interaction costing time undermines good service."
