A quarter of Romanians say they have never received top quality services. They believe such services should be characterized by speedy delivery, the seller’s politeness, the possibility to choose from several options and additional benefits, according to Customer Focus and EY, reports local Mediafax.

Only 15% of the survey’s respondents say they have received exceptional services in the last 6 months.

When asked who is mainly responsible for top quality service delivery, most respondents said employees who are in direct contact with the customers, and not so much the company via its general policies and management. In the last six months, over half of Romanians gave up on a service due to poor quality.

On the other hand, when consumers received exceptional services, almost half of them shared this experience with family and friends, while 27% purchased additional services from the same seller.

Irina Popescu, irina.popescu@romania-insider.com