55% of Singaporeans surveyed frustrated to tears and profanity by painful customer service experiences

Photo by Tim Gouw

A Genesys survey revealed that 55% of Singaporean respondents shared becoming so frustrated when soliciting customer support that they swear or even cry. This figure is similar to U.K. survey results (50%) but pales in comparison to the 60% response in India. Other highly emotional country results include China (58%), the US (52%), and Malaysia (51%), compared to only 19% of South Korean respondents.

These insights are the latest in a series of research-based announcements from Genesys, an international company dealing in omnichannel customer experience and contact center solutions. Genesys commissioned surveys to examine consumer opinions on the increasingly automated customer experience in 13 countries: Australia, China, Germany,  India, Indonesia, Japan, Malaysia, New Zealand, Singapore, South Korea, Thailand, the U.K. and the U.S.

Survey respondents selected just one option — frequently, occasionally, rarely, never — to this simple question: “Do you ever get so frustrated trying to get customer support that you swear or cry?”

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“Throughout the year, and especially during the chaotic holiday shopping season, it’s a challenge for many organizations to provide frustration-free customer experiences,” said Janelle Dieken, senior vice president of product marketing at Genesys. “When implemented correctly, technology can remove the friction, enable businesses to predict customer needs, and deliver experiences that keep holiday spirits bright.”

While Americans have more emotionally charged customer support exchanges than survey respondents in other Western countries, 33% in India admit they “frequently” cry or swear, the highest rate among the 13 countries surveyed. China, with 20%, is the only other country besides India to show a higher response than the U.S.

South Korean and Japanese consumers have the lowest propensity to swear or cry during a customer support interaction, with only 4% saying they “frequently” do. However, if factoring in those who say they “occasionally” swear or cry, South Korea is the true outlier among the 13 countries in the survey. Just 19% of South Koreans say they frequently or occasionally swear or cry, versus 34% of survey respondents in Japan.

Only 14% of Singaporeans are so relaxed with customer support that they “never” swear or cry, similar to China (14%). This is lower than the relatively stoic people in South Korea (50%), Thailand (41%), Indonesia (31%), and Germany (29%).