Consumer Sentiments Dec 2010

National Study, December 2010

In December 2010 a national consumer sentiments study  was undertaken.

Surveying 666 respondents at a 99% confidence level drawn Australia wide, this survey provides a basis for a 15-month comparison of consumer sentiments since September 2009 and tracks the role of social media and provides a score card on complaint handling processes and procedures, and strategic insights for better complaint handling success in the future with associated bottom line results. 

Reporting on major sectors including government, banking, finance, insurance, retailing/ wholesaling, health and leisure etc., the study provides insight in relation to a number of important issues including:  customer complaint levels, customer satisfaction with complaints and complaint handling perceptions, evaluation of complaint handling procedures and processes, and consumer behaviour when complaints are not handled satisfactorily, as well as an evaluation of complaint handling personnel and their skill level. 

Additional areas are explored including:  brand switching impacts, the emerging role of social media and its bottom line impact, as well as boycotting activities and time lines.

This study will be released in mid-January 2011.