Consumer Sentiments 2009

Consumer Sentiments, Emotions and Advocacy NOW – National Study 2009

Recognising that there has been a dearth of understanding of consumer sentiments, particularly in complaint handling in the Australian market place since a very early American Express study in 1995, Competitive Edge conducted the first national study across seven (7) key sectors of the economy, including government and utilities.

This study was released in September 2009, and is still available for important benchmarking activities, and as input into strategy for consumer based organisations.

The Table of Contents for this study is attached.  Orders can be made via merchant payment.  See details below.

• Gender Coverage
• Geographical Coverage
• Respondent Demographics – Age Distribution
• Respondents Who Have Complained In The Last 3 Months
• Product & Service Complaints Last 3 Months
• Rate Of Complaining Compared To 2 Years Ago
• Complaint Reasons Today Compared To 2 Years Ago
• Complaints By Industry Sector For Last 3 Months
• View About Complaints That Often Prevents Complaining
• Understanding Of The Complaint Handling Process & Policy
• Complaint Handling Policy Referencing
• Complaints For Services & Products
• Resolution Time For Services Compared To Products
• Satisfaction Level Expectation For Services & Products
• Staff Training For Services & Products
• Difficult Sectors When Seeking Resolution & Satisfaction
• Ombudsman Use & Satisfaction
• Complaining: Government Compared To Private Industry
• Expectation Of Satisfactory Resolution From Government
• Customer Satisfaction
• Satisfaction With Complaint Handling Process
• What Constitutes Satisfaction For Respondents
• What Was Received As Part Of Complaint Resolution
• Complaint Resolution & Satisfaction Affected By Time
• Method Of Complaint Effect On Reply
• Preferred Complaint Method 1999-2009
• Resolution Times By Preferred Complaint Methods
• Organisational Response Times
• Communication Preference For Service & Product Complaints
• Style Of Business Behaviour By Communication Method
• Consumer Attitude Towards Communication Where There Has Been Satisfactory Resolution Of The Complaint
• Customer Reactions To Satisfactory Resolution Of Complaint
• What Organisations Need To Do Better
• Loyalty From Satisfaction With Complaint Handling
• Improving Customer Relations & Loyalty
• Loyalty To Brands Sponsoring Sport Or Community
• Brand Switching & Other Actions If  Dissatisfied
• Brand Switching If  There Is No Complaint Resolution
• Complaints As A Test Of  How Organisations Value Customers
• Voice Activated Response Systems & 1300 Numbers
• Climate Change Programs Or Policy
• How Many People Do Complaining Respondents Tell
• Word Of  Mouth Influence
• Recommendations To Colleagues, Friends Etc.
• The Influence Of  Advocacy On Sector Purchasing Decisions
• Impact of Global Recession on Advocacy
• Influence Of  Blogs & Social Pages On Complaints
• Future Directions