In preparation for ERC’s “Uplifting Service” seminar led by the world renowned Ron Kaufman, Cimigo and ERC conducted an online survey Customer Service in Vietnam Today with the business community of Vietnam. 291 Company representatives responded. This is the state of play of Customer Service in Vietnam today… 80% of companies believe that Customer Service is a key part of their culture. However, the vast majority believe Customer Service needs to improve. Fewer than 1/3 of companies have clear Customer Service metrics and the majority fail to investigate Customer Satisfaction with their customers nor benchmark themselves against competitors. Customer Service training is not being extensively deployed, with only 1/3 of companies having this as a core part of their training programme. Few companies run a scheme to reward employees for Customer Service. According to this report conducted by Cimigo market research, Most companies believe Customer Service is improving in Vietnam, but 78% believe international companies are better in this area than Vietnamese companies. Given that 9/10 believe Customer Service is essential for international competitiveness, it appears that companies in Vietnam need to focus on this critical area for their future growth and success. We hope you enjoy this report and feel free to contact us to discuss how we can help you deliver the service you want to customers. Please contact Mr. Vuong Manh Giang, our Client Service Director, at giangvuong@cimigo.com
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