Many have vied to provide a level of service deemed best for their customers. In the Philippines, one company stands out among the rest in meeting that goal—Samsung Philippines.

Based on the collaborative efforts between The Philippine Daily Inquirer and leading data and business intelligence portal Statista, the survey showed that Philippine consumers just love Samsung Philippines’ customer service in 2023.

The result was derived following the participation of over 11,000 respondents, consisting of customers who used services, made purchases, or just gathered information about products or services.

Leveraging retailers and service providers, the survey was conducted from 64 categories, which encompasses a wide scope of the customer’s experiences in services, online, and traditional retail.

Brands deemed most relevant were included in each category of the survey, judged by their reputation, turnover, and market share.

Rankings and final assessment were derived on the Likelihood of Recommendation, which influences 50 percent of the final score, and a set of other criteria, which altogether also affect 50 percent of the final score:

  • Professional competence: Based on the quality of the provided information and whether queries were given sufficient detail;
  • Accessibility: Based on the availability of customer service on a helpline or in a shop;
  • Quality of communication: Based on how interaction is established with the client (for example, friendly or polite).

At the heart of Samsung’s excellent customer service boils down to the understanding that consumers are busier than ever, and the company’s commitment to delivering next-level care in light of that realization.

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