New Zealand Quality Service Awards

85 ★ ★ ★ 2 0 2 5 • V o t e d b y N e w Z e a l a n d e r s • 2 0 2 5 ★ ★ ★ ★ ★ ★ 2 0 t e b a 2 5 ★ ★ ★ WHAT CONSUMERS EXPECT AND FAVOUR 5.TELUS InternationalSurveyonStateofCustomerExperience,2024.www.telusinternational.com.6.TheStateofCustomerService &CustomerExperience (CX) in2024.Hubspot.https://blog.hubspot.com.7.The2024DigitalTrust Index.https://cpl.thalesgroup. com/digital-trust-index.8.Report:StateofConsumerAttitudesonEcommerce,Fraud,&CX2023-2024.ClearSale.http://clear.sale. 9.Engagement toEmpowerment.Merkle.www.merkle.com.10.The IntercomCustomerServiceTrendsReport2024. www.intercom.com PHOTOS: SHUTTERSTOCK PRIVACY CONCERNS: 71% say whether or not they trust a company determines whether they share their personal data. 6 26% of consumers have abandoned a brand in the past 12 months due to this. 7 HASSLE-FREE ONLINE INTERACTIONS: 22% give up within one minute if they’re having a frustrating experience. Password resets and re-entering personal information are top frustrations. 7 FRAUD PROTECTION IS CHANGING CONSUMER TRENDS: 33% of consumers would rather have a safe e-commerce experience than a lower price. 8 OF CONSUMERS INAPAC FIND PERSONALISED PRODUCT OR SERVICE RECOMMENDATIONS IMPACTFUL ON THEIR BRAND EXPERIENCES. 9 87% of customer service teams say customer service expectations increased in 2024 (higher than 2023 and 2022) . 10 85 % say they would rather get stuck in a slow-moving traffic jam than endure a poor customer experience. 5 54 % 62 % choose a more personalised customer experience over one that takes less time. 5