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A study conducted by Ipsos measured which industries have the worst customer service in the world, identifying government and telecommunications offices among the top.
Microsoft, for its part, conducted a study where it asked the consumer worldwide, what changed their opinion towards a brand in the face of poor customer service.
An unfortunate complaint for a bad experience in BBVA It went viral after Chumel Torres promoted the complaint of an actress on networks. Now Ricardo Salinas took advantage of the event to promote Azteca Bank.
WELL THAT WOULD NOT HAVE HAPPENED TO HIM @Azteca Bank and if somehow it had happened to him and I find out, I will return every peso… as I have always done. Leave #bankcomerthere is still time, change to @Azteca Bankour App is a thousand times better 😌😎. https://t.co/q541E2ftC3
– Ricardo Salinas Pliego (@RicardoBSalinas) July 25, 2022
Poor service complaints in the banking industry were compared by Ipsos in a study where it measured which of these had the worst experience. Microsoft has even conducted studies worldwide to measure the effects of a bad experience on consumer decisions, while a perception identified in the Global State of Customer Service Report 2018 ensured that more than half of consumers surveyed in the world trusted in the response he got from the brands.
Ricardo Salinas and the complaint of an actress against BBVA
Ricardo Salinas, owner of Banco Azteca, took advantage of the video of actress Verónica Bravo’s complaint against BBVA, to ensure that this bad experience would not have happened with his bank, since he would have personally taken charge of returning even the last peso of your losses.
Bravo denounced that he was the victim of theft of his cell phone, where his digital banking was violated and they emptied all the money he had in his BBVA account, which the bank has refused to replace, since he has digital contracts, where he explains to the user who is responsible for the means of access to the digital banking of this dependency.
Salinas’s action is not the first he has taken advantage of against BBVA. Just in June of this year we reported the complaint that José Fernández Noroña made against the Spanish bank, regretting that the banking institution prevented him from accessing his account, for which he was prevented from spending his money, after the complaint, Salinas forgot about the public differences that he has maintained with the politician and offered to open an account at Banco Azteca to avoid this type of bad experience.
Taking service complaints to social networks is an aspect that interested the Global State of Customer Service Report in 2018, when measured how much the consumer trusted the world, in the response of brands to questions or complaints on social networks. 59% of them said that their opinion was positive when the brands took the time to respond and only 41% refused to accept that they would have a good opinion with the brands that did.
Microsoft went further and discovered in a overall study that 61 percent of consumers in the world stopped being interested in a brand, due to a poor customer service experience.
Compared to other industries, the bad experience that occurred in a bank, according to Ipsos, has little to do with the bad experience that is concentrated in industries such as telecommunications or government offices. A study who conducted in the United States, measured which industries had the worst customer service and 39 percent voted for government offices; 38 percent, in telecommunications; 18 percent in the health services industry; 12 percent in retail and 12 percent in airlines.
Reporting bad brand experiences on social networks is a deeply rooted habit in the consumer, which has made this practice a unique measure, with which they have been interested in a very important activity, making a purchase decision in the future, in proportion to the response you get from the denounced company.
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