Complaining about poor service has got a lot less confronting with Texsys. Photo / Jimmy Joe
New Zealanders are usually reluctant to complain about bad service, but a new outlet will allow us to have a moan without the hassle of confrontation.
Whether it be poor service at a restaurant or a shop, or any business not doing a decent job, "laidback" New Zealand customers tend
not to kick up a fuss, says Lincoln University senior marketing lecturer Michael Clemes.
Studies show only about 4 per cent of customers make an actual complaint to businesses.
"But, unfortunately, they will complain to their mates," Mr Clemes told the Herald.
"If it's a really good service, they will generally tell three people. But they will also tell anywhere from 30 to 40 if it's a bad service. Nothing travels quicker than a bad reputation."
The Kiwi aversion to complaining has led to the creation of a new text-based customer feedback system, Texsys, which gives businesses a chance to improve what they are doing without a customer feeling awkward about a face-to-face discussion.
People can immediately text their opinions about a service or product, and the service provider can view the feedback on a personalised webpage and reply if they wish.
"The mobile phone is a great way to let your customers voice their feedback, and give businesses the chance to provide a service people will come back for," said Adam Hutchinson, director of the Christchurch company, Fried, that has come up with Texsys.
Mr Clemes said his son, who grew up in New Zealand but has lived in the US, was of the view that no one complained "because no one does anything about it anyway. Whereas in America someone could get fried."
Hospitality Association national operations manager Scott Necklen said good service providers valued positive and negative feedback.
