The Experience of Superior ServicesAnalysis on the elements related to the culture of superior services in Romania
2
About this analysis
“The Experience of Superior Services" is an analysis that aims to explore aspects of the services culture in Romania, in order to highlight some elements associated with superior services in the public perception. This analysis is based on the 567 responses, received during 10 - 17 October 2014 from respondents in 38 counties, to a survey consisting of 15 questions. The survey is based on the concept of superior service as defined by the number one specialist in the field: Ron Kaufman.
Top 5 Findings
1
The character of superior / exceptional services is determined by: politeness (53%), followed by the possibility of choosing from a variety of options (50%) and additional benefits offered within the same service (46%).
Aside from the features mentioned above, there were responses that indicated a number of other attributes that determine the character of superior / exceptional services among which the the top three were: professionalism (17%), matching customer needs (16%) on a par with quality and advising (15%).
In the perception of respondents, the responsibility in delivering superior services turns to the employee that directly interacts with customers (41%), to the company through its general policies (30%) and to its managers (29%).
Respondents say that when they receive superior / exceptional services, they share this experience with family and friends (48%) and/or purchase additional services (27%). Whereas when unhappy with the services, their reaction is to give up on the service (67%), share their unpleasant experience (55%), or asking to talk to a company manager to achieve solving (42%).
2
3
4
5
Analysis regarding the culture of services in Romania
Most of those who participated in this analysis (51%) say that, being dissatisfied with the received services, gave up on a supplier in the last six months, 26% in the last year and 23% in the last two years. The top three industries that have services below the expectations of respondents to this survey are: Telecommunications, Tourism and Trade.
3
The definition of superior services
Superior / exceptional services capture or surpass customers expectations, rising standards. They bring satisfaction by offering more than is usual. For companies this means the concern to exceed what the industry defines as traditional, normal or standard. In the end, to a certain extent, everyone delivers «what is needed». That is why, in order to be memorable, you have to do the extra mile and bring added value.
Ron Kaufman, Up your service (Publisher Publica, 2013)
4
When was the last time you received at least one service that you considered superior/exceptional?(single answer)
Question 1(a)
Only 15% of respondents say that they received superior services in last 6 months. However, 14% of them consider they have received superior services in last year, whereas 46% of respondents declared they had had this experiences in last 2 years.
Total responses: 498(Skipped this question: 74)
Analysis regarding the culture of services in Romania
Last 6 months Last year Last 2 years Never0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
15% 14%
46%
25%
5
When was the last time you received at least one service that you considered superior/exceptional?
Question 1(b) – Top 7 counties (percentages of total at the answer “last 6 months”)
In the last 6 months, 27% of respondents from Timis say they received at least one service which they consider superior, the list is continued by respondents from counties like Brasov and Cluj with 23% and 17%.
Total responses: 498(Skipped this question: 74)
Timis
Brasov
Cluj
Ilfov
Sibiu
Bucharest
Iasi
0% 5% 10% 15% 20% 25% 30%
27%
23%
17%
12%
11%
10%
7%
Analysis regarding the culture of services in Romania
6
What do you appreciate that determines a superior / exceptional service?(single)
Question 2(a)
The exceptional character of services is identified as a balanced mix between rapidity, politeness, variety of options and additional benefits offered along with the main service.
Total responses: 499(Did not respond: 68)
Analysis regarding the culture of services in Romania
26%
25%25%
24%
RapidityPolitenessVariety of optionsAdditional benefits offered along with the main service
7
What do you appreciate that determines a superior / exceptional service? (single answer)
Question 2(b)
On further analysis, it may be noted that in the first place is politeness (53%), followed by the possibility of choosing from a variety of options (50%) and only then, the additional benefits offered along with the main service (46% ).
Total responses: 499(Skipped this question: 68)
Analysis regarding the culture of services in Romania
Additional benefits offered along with the main service
Variety of options
The politeness
Rapidity
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
3%
2%
2%
2%
14%
6%
8%
6%
38%
42%
38%
47%
46%
50%
53%
45%
Very little A little A lot Very much
8
What do you appreciate that determines a superior / exceptional service? (single answer)
Question 2(b)
Aside from the features mentioned above, there were responses that indicated a number of other attributes that determine the character of superior / exceptional services among which the the top three were: professionalism (17%), matching customer needs (16%) on a par with quality and advising (15%).
Total responses: 499(Skipped this question: 68)
Analysis regarding the culture of services in Romania
Profe
ssion
alism
Mat
ching
cos
tum
ers
need
s
Couns
eling
Quality
Corec
tnes
s
Serios
ity
Loya
lity
Excee
ding
expe
ctat
ions
Trans
pare
ncy
Credib
ility
Proac
tivity
Unique
ness
Effect
ivene
ss
Respo
nsibi
lity
0%
2%
4%
6%
8%
10%
12%
14%
16%
18% 17%16%
15% 15%
12%
5% 5%
3%2% 2% 2% 2% 2% 2%
9
Who do you think is responsible for ensuring the delivery of superior services?(single answer)
Question 3(a)
In the perception of respondents, the responsibility in delivering superior services turns to the employee that directly interacts with customers (41%), to the company through its general policies (30%) and to its managers (29%).
Total responses: 499(Skipped this question: 68)
30%
41%
29%The company through its general policies
The front desk employees
The managers
Analysis regarding the culture of services in Romania
10
Who do you think is responsible for ensuring the delivery of superior services?(single answer)
Question 3(b)
At a closer look at the answers to this question, we notice that 71% of responsibility to deliver superior services turns to (in costumers perception) the employees that directly interact with customers.
Total responses: 499(Skipped this question: 68)
The company through its general policies
The front desk employees
The managers
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
2%
2%
2%
6%
2%
6%
43%
25%
43%
50%
71%
49%
Very little Little A lot Very much
Analysis regarding the culture of services in Romania
11
How do you react when you receive superior / exceptional service? (single answer)
Question 4
Respondents say that when they receive superior / exceptional services, they share this experience with family and friends (48%) and/or purchase additional services (27%).
Total responses: 498(Did not respond: 45)
Analysis regarding the culture of services in Romania
You share the experience with your family/friends
You send a thank you messages to the
company
You request additional services
You share on social media, websites etc.
0%
10%
20%
30%
40%
50%
60%
48%
16%
27%
9%
12
How do you react when you are dissatisfied with the services? (multiple answer)
Question 5
When unhappy with the services, the reaction of respondents is to give up on the service (67%), share their unpleasant experience to friends (55%), or asking to talk to a company manager to achieve solving (42%).
Total responses: 459(Skipped this question: 113)
Analysis regarding the culture of services in Romania
Nothing
Write negative comments on social media/websites/press articles about the company
Write an official complaint
Asking to talk to a company manager
Share the experience with friends/collegues
Give up on the service
0% 10% 20% 30% 40% 50% 60% 70% 80%
1%
14%
26%
42%
55%
67%
13
No less than 81% of respondents say they are willing to give up the services they are unhappy about at the very beginning of the relationship with supplier.
You are more willing to give up the services you are unhappy about:(single answer)
Question 6
Total responses: 459(Skipped this question: 113)
Analysis regarding the culture of services in Romania
At the beginning of the rela-tionship
After a long experience with the supplier
0 100 200 300 400
372
87
81%
19%At the beginning of the relation-shipAfter a long experience with the sup-plier
14
Most of those who participated in this analysis (51%) say that, being dissatisfied with the received services, gave up on a supplier in the last six months, 26% in the last year and 23% in the last two years.
When was the last time you quit a service due to dissatisfaction with the quality offered?(single answer)
Question 7
Total responses: 459(Skipped this question: 113)
Last 6 months Last year Last 2 years0%
10%
20%
30%
40%
50%
60%
51%
26%23%
Analysis regarding the culture of services in Romania
15
Moreover, when identifying a provider that offers better services, 86% of respondents say they would pay more to receive superior services.
Would you be willing to change your current provider to one that offers you a better service, even if you pay more? (single answer)
Question 8
Total responses: 459(Skipped this question: 113)
14%
86%
No, the price is very importantYes, always
Analysis regarding the culture of services in Romania
16
Among the most important actions that a firm should do to make sure it works with the best suppliers, there were indicated: the analysis and evaluation of suppliers (34%) and analysis of the market (31%).
Mention the most important actions that a firm should make to ensure they work with the best suppliers. (Single answer)
Total responses: 459(Skipped this question: 113)
Question 9
Analysis regarding the culture of services in Romania
Others
Analysis and evaluation of the suppliers
Market analysis
Ghatering information about suppliers
Testing the services offered by the actual suppliers
Clear requirements for suppliers
Motivating and training employees to select the suppliers
0% 5% 10% 15% 20% 25% 30% 35% 40%
2%
4%
5%
7%
17%
31%
34%
17
The top three industries that have services below the expectations of respondents to this survey are: Telecommunications, Tourism and Trade. (We remind you this is a perception analysis.)
Can you list the services industries in Romania that deliver services below your expectations (no company names?
Question 10
Total responses: 292(Skipped this question: 13)
3 2 1
Telecom105 responsesTourism
93 responsesTrade48 responses
Analysis regarding the culture of services in Romania
18
Demographics The results of this analysis reflect the
answers to a survey undertaken during 10-17 October 2014, from 567
respondents in Romania.
19
How old are you?
Demographics
What is your education level?
7%
28%
37%
28%
18-27
27-35
36-45
46+
3%
56%
41%
Secondary Educa-tion
Higher education
Post-graduate stud-ies
Analysis regarding the culture of services in Romania
20
Demographics
What is you position? What type of company do you work in?
71%
29%
Management
Non-management 48%52%
Multinational company
Romanian company
Analysis regarding the culture of services in Romania
21
Demographics
Respondents / development regions Respondents / top 10 counties
Bucharest
Cluj
Iasi
Ilfov
Sibiu
Timis
Brasov
Bihor
Arad
Prahova
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%
46%
9%
6%
4%
4%
4%
3%
3%
2%
2%
46%
4%8%
9%
15%
4%
3%3%
8%
BucharestIlfovCenterNorth-EastNorth-WestSouthSouth-EastSouth-WestWest
Analysis regarding the culture of services in Romania
22
Project Team
Elena BadeaAssociate DirectorBranding, Marketing and Communication EY Romania
Constantin MăgdălinaSenior Associate, Knowledge ManagementBranding, Marketing and CommunicationEY Romania
We would like to thank everyone who answered the survey in order to realize this analysis. We were delighted to observe interest in the topic and also prompt responses.
We particularly thank Diana Dumitraşcu from Doingbusiness.ro for the important support she offered us once again.
Analysis regarding the culture of services in Romania
23
EY | Assurance | Tax | Transactions | Advisory
About EY EY is a global leader in assurance, tax, transaction and advisory services. The insights and quality services we deliver help build trust and confidence in the capital markets and in economies the world over. We develop outstanding leaders who team to deliver on our promises to all of our stakeholders. In so doing, we play a critical role in building a better working world for our people, for our clients and for our communities.
© 2014 EYGM Limited.All Rights Reserved.
ey.com