Negative Experience With Telecom Operators Made 44% Of Romanians Terminate Contracts

„Following a negative experience, a company loses more than a single customer – it can lose the business of those influenced by the negative feedback of the dissatisfied customer, its public image suffers and it stands less chance of these customers buying its services in the future. Moreover, the company will be denied the beneficial effects brought on by a positive experience,” GfK Romania researcher Oana Neacsu said in a press release.

She added that among the main psychological effects of an economic crisis is that people become more cautious about what they buy and tend to ask those around for their opinion more often, before making a purchase.

„In light of this, the 72% of dissatisfied customers who tell others about their negative experiences are a reason for concern for any company,” Neacsu said.

Prospective customers looking for information on phone services, either in stores or through call centers, said their dissatisfaction most often is caused by questions left unanswered and long waiting times.

In instances when the supplier is contacted with a complaint, time is of the essence. Most customers are frustrated with the long wait before speaking with a consultant and before the problem is solved, says the report.

GfK Romania’s newest Omnibus study reveals that a third of Romanians had direct contact with their phone, Internet or TV suppliers in the past six months, either by phone or face to face in stores. The study shows that 52% of the Romanians who had positive experiences with their operator’s customer service stuck to the company’s services or decided to become clients.