Swedish consumers 'less happy' in 2011
Swedish consumers were less satisfied in their relation to companies, organizations and government agencies in 2011 than in 2010, according to a new report from the quality measurement organization Svenskt Kvalitetsindex (SKI), thereby breaking an increasing “happiness-trend” which had been going strong since the 1990s.
According to the survey, Swedes are the happiest with banks and pharmacies while power grids and transport came in low on the list.
Within dentistry and health care, private actors got better ratings overall than their publicly-run counterparts.
However, within the elderly care sector, the municipality-run homes had more happy customers than those run by the private sector.
According to SKI, the nursing home scandals over the last few months have led to a decline in the number of customers satisfied with elderly care in Sweden
The study also showed that customers who had been in personal contact with a supplier were happier with their service than those who hadn’t.
However, one area with definite room for improvement is company complaints services.
SKI noted in their study that a higher number of complaints doesn’t have to equal a higher number of unsatisfied customers.
The key, they wrote, is how the company deals with their complaints service, as the study showed that an efficient treatment of complaints seem to be enough for Swedes to compensate for the need to complain in the first place.
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According to the survey, Swedes are the happiest with banks and pharmacies while power grids and transport came in low on the list.
Within dentistry and health care, private actors got better ratings overall than their publicly-run counterparts.
However, within the elderly care sector, the municipality-run homes had more happy customers than those run by the private sector.
According to SKI, the nursing home scandals over the last few months have led to a decline in the number of customers satisfied with elderly care in Sweden
The study also showed that customers who had been in personal contact with a supplier were happier with their service than those who hadn’t.
However, one area with definite room for improvement is company complaints services.
SKI noted in their study that a higher number of complaints doesn’t have to equal a higher number of unsatisfied customers.
The key, they wrote, is how the company deals with their complaints service, as the study showed that an efficient treatment of complaints seem to be enough for Swedes to compensate for the need to complain in the first place.
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