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Ceturtdiena 30.03.2017 | Name days: Nanija, Ilgmārs, Igmārs
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Survey: residents intentionally try to pick services of small businesses

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Baltic news, News from Latvia, BNN.LV, BNN-NEWS.COM, BNN-NEWS.RU64% of Latvian residents intentionally try to pick services provided by small businesses, according to results of a survey performed by Swedbank Institute of Finances.

74% of residents note that they feel valued as customers when shopping at small businesses. 32% add that they enjoy more personal service. 60% of respondents note that although small businesses do try to think about customer service, it is hard for them to compete with the quality of customer service provided by large businesses.

Small businessmen are optimists and give their customer service a confident 8 out of 10 (43%), according to survey data.

According to Swedbank’s survey results, 52% of small businesses do not divert funds to the improvement of regular customer service. 33% of small businesses do not have unified customer service principles, leaving it in the hands of employees.

«Residents feel that as well – small businesses lack knowledge and skills in customer service (41%). Buyers are confident, however, (36%) that small businesses care about customer service, because they understand that the number of their customers depends heavily on that,» BNN was informed by the bank’s representatives.

«Small businesses often note that good customer service is at the core of their success. However, we see that they lack knowledge and good practice to realize it. Good customer service is the best business strategy. This is proven by surveys – investments in customer service and human resources help improve general business indexes. Service is one of the main factors that influence customer loyalty. This is why small businesses should follow the example of large organizations and invest in the formation of internal culture and employee motivation,» BNN was told by Swedbank Institute of Finances expert Elina Zvirbule.

Dainis Ramats, Circle K Latvia regional retail trade manager told BNN that customer service in his company is based on three basic values – mutual trust, guarantee of stability and people’s attitude towards each other. «To ensure good customer service, businesses should form a culture and environment in which employees would feel motivated and needed. It would also help reach general goals,» Ramats comments.

Good customer service does not require major investments to secure good communication practice in the business. Good service should become the core of business’ culture, Swedbank told BNN.

Ref: 224.109.109.1491


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