2. BACKGROUND
▪ Customer Service quality in Indonesia is an interesting question to
explore, particularly when there are some perceptions that Indonesian
consumers do not care very much about service quality.
▪ There is also the interesting question of using AI-powered chat-bots in
tackling Customer Service hotlines.
▪ This survey conducted by DailySocial.id in cooperation with JakPat
Mobile Survey Platform seeks insights into this Customer Service issue
by conducting a survey reaching 1018 respondents among smartphone
users from throughout Indonesia
5. VOICING OUT COMPLAINTS
Yes, I Have
79.15%
No, I Haven’t
20.85%
Q: Have you ever made a complaint to a business‘
Customer Service (CS) desk?
Our respondents are quite
assertive in voicing out their
dissatisfaction when using a
service, with 79.15% of
respondents reporting they
have complained to CS in the
past.
* 1018 online survey respondents/2017
7. Our respondents report that their favorite Customer Service method is
through Telephone (26.06%), Email (37.36%), and in-App/in-Website text-
chat/voice-chat systems (12.59%)
PREFERRED
COMMUNICATION METHOD
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8. WILLINGNESS TO
WAIT FOR A RESPONSE
32,45%
22,91%
9,93%
16,13%
11,60%
1,18%
5,80%
In 10 minutes or less
Between 10 minutes to half an hour
More than half an hour, while waiting to be contacted
again in at most one hour
Wait to be called back, so long as its on the same day
Wait to be called back tomorrow or in a week
Willing to wait a week, or a month, or even longer
Not willing to wait at all; they must respond to me
immediately.
* 1018 online survey respondents/2017