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Organisations suffering from customer service apathy

Results from our recent survey, conducted with Redshift Research, show that when it comes to providing service excellence, employers don’t measure performance and employees aren’t motivated to deliver.


Only 14% of service organisations have a system in place that accurately and automatically scores employees on performance when it comes to customer service. Adding to this, 17% of the organisations polled believe that the workforce is almost completely unmotivated by the idea of customer service (“hardly any/less than 20% staff”), suggesting that their approach service excellence could be apathetic at best.

Poor executive sponsorship and leadership in these areas will no doubt affect an organisation’s ability to provide good customer service and as previous research has shown, have an impact on revenues. Engaging employees throughout the organisation in a service excellence culture is vital, from top to bottom, as are tools and methodologies for keeping it monitored and at a high standard at all times.

Other results include:

  • 44% of service organisations believe as many as 50% of employees are not motivated or bought into the idea of service excellence
  • Only 8% of organisations stated they could calculate the ROI in customer service with total accuracy
  • 49% of organisations believed their calculations of investment in customer service would be rough or non-existent
  • The impact of staff motivation on customer service is measured mostly by customer feedback (51%)
  • 11% of organisations had adopted Net Promoter Scores for measuring customer satisfaction

The full results from this research will be included in Cognito’s first Annual Nationwide Service Report (ANSR), a culmination of survey results from over 5,000 consumers and businesses on their perception of receiving and delivering service. Contact us to register your interest in receiving the report.

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