Unhappy about service, but they won’t say a word

Findings by the Institute of Service Excellence at SMU (ISES) revealed that the number of people who actually lodged complaints about poor service at food and beverage (F&B) outlets was smaller than the number of people who indicated that they had reasons to do so. ISES Academic Director Marcus Lee pointed out that it would be difficult for companies to improve if their customers are not willing to speak up about their experiences. “Having said that, if companies don’t want to improve, then increasing the quantity and quality of the feedback they receive won’t lead anywhere,” he added. As consumers turn to social media to share their tales of woe, Assistant Prof Lee said businesses can glean “invaluable insights” and keep up with ever-changing expectations by engaging with their customers online and off.