New Zealand Quality Service Awards

84 2025 Q U A L I T Y S E R V I C E AWA R D S www.qualityserviceawards.co.nz CUSTOMER SERVICE BY THE NUMBERS of all consumers would pay more for greater convenience. 2 for a friendly, welcoming experience. 2 Sources:1.TheStateofConsumerTrends in2024.Hubspot.https://blog.hubspot.com.2.Experience isEverything.PWC ConsumerExperienceSeries.www.pwc.com.3.ConsumerExperienceTrendsReport fromQualtrics.www.qualtrics.com. 4.2024GartnerSurveyonAI.www.gartner.com. 43 % 42 % nly a third of customers give direct feedback after a bad experience. But they may provide feedback less directly, such as call centre conversations, online chat, product reviews and on social media. 3 Product/service quality 61% Customer service support 47% Low price 43% Easy digital experience 30% Does good for society 18% of people prefer talking to a real person. 1 THE ‘HUMAN TOUCH’: 72 % TOP CONCERNS CONSUMERS HAVE ABOUT AI:  be more difficult reaching a person  displace jobs  provide wrong answers. 4 PHOTOS: SHUTTERSTOCK WHAT’S DRIVING CONSUMER PURCHASES NOW? 3