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More brickbats than bouquets:

The level of frustration of mum's with major companies and their service - or lack of it - revealed in Motherpedia's exclusive survey.
By Motherpedia
Date: March 12 2013
Editor Rating:
brandsfrustrate

If dealing with phone companies makes you hot under the collar, you’re not alone!

Motherpedia recently conducted a survey of 1,000 mum’s, in conjunction with our research partner CoreData, and found that the telecommunications sector is the most frustrating industry to deal with.

Two-thirds of mum’s said they had felt frustrated at telecommunications companies, 53% by energy and utility providers, 51% by banks and half by the retail industry.

The most frustrating brand overall was Telstra by quite a long way, followed by Woolworths and Coles.

But the three major telecommunications providers made the top ten with Telstra first, Optus fourth and Vodafone sixth in the list of most frustrating companies.

The reasons for the frustration were mostly related to bad service (68%) and a lack of responsiveness (58%).

What is even more infuriating is that when mum’s do voice their frustration to companies – and 87% have done so – only one-third of companies have apologised.

“I think that’s the most annoying thing for me,” said Julie Atwood of Brisbane’s Kenmore.

“We all know that sometimes things can happen that are beyond anyone’s means, but with so many companies there’s not even a hint of a regret. It makes such a difference when someone does say ‘we’re sorry about the inconvenience’.

“I’m a florist with my own business and if something goes wrong for one of my customers, I not only apologise but do what I can to make it up to them. Yes, there’s a cost in that but I also see it as an investment because 99 times out of 100, they’ll come back.”

The Motherpedia survey also showed that 90% of mum’s share their experiences – good or bad.

“Of course we do,” said Julie, a mum of three girls aged 7-14 years. “I talk to people in my shop, at school functions, at sports training, at music lessons and so forth all the time!

“And I’m just as willing to give credit where it’s due as I am to say when something’s poor.”

The Top 10 most frustrating brands from Motherpedia’s survey.

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Recent Comments
2 Total Comments
Peter Jamieson says: 2013 03 14
Rating:

Firstly thanks to Bonita for posting my offer of assistance to any of you who has any issues or difficulties in dealing with us at Telstra.  As part of our customer service team, I’m very disappointed in the results of your recent survey, but I understand we don’t always get it right for our customers.  We are trying hard to change and improve our customer service.  We still have a way to go, but we are committed to getting better.  We’d like an opportunity to show we are changing.  Please email Motherpedia at .(JavaScript must be enabled to view this email address) or private message their Facebook page with any issues you might be experiencing and we will sort them out for you.

Peter Jamieson
Telstra Customer Service

Ellen says: 2018 10 11
Rating:

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