A massive 84% of Australians believe that organisations in at least one of four sectors surveyed – banking, insurance, retail, government – provide a disconnected experience, according to new data released by MuleSoft.
Its 2018 Connectivity Insights study surveyed some 1,000 Australians out of more than 8,000 consumers globally – analysing whether organisations are meeting customer expectations for a connected, personalised experience across industries and geographies.
The report found that customer loyalty is at risk for organisations unable to deliver seamless experiences across all channels and timely access to information.
Government services was seen as the worst performer, with 72 percent of consumers polled saying they received a disconnected experience.
“This likely is due to a lack of competitive pressure on governments to improve service delivery,” said MuleSoft. “While retailers were the best performers, still more than half (59 percent) of Australian consumers said they received disconnected experiences, highlighting more needs be done to satisfy customers.”
In private industries, a majority of Australian consumers said disconnected experience would make them consider changing to another service provider or vendor:
● Banks – 61 percent
● Insurance – 67 percent
● Retailers – 67 percent
The research alsof found that in Australia, the most personalised experiences are seen in the finance (70 percent) and insurance (61 percent) sectors. Meanwhile, government services – at all levels – are the least likely to feel personalised, with only 41 percent of consumers saying government interactions feel personalised.
“Across all industries, organisations are falling short in delivering connected customer experiences. Australians are calling for on-demand experiences where their needs are meet in minutes not days,” said Will Bosma, VP of Asia Pacific, MuleSoft APAC VP Will Bosma. “The risks for organisations that fail to adapt are significant – more than 60 percent of Australians have considered changing a service provider due to a disconnected experience.”
‘While only a small percentage actually actioned this threat in the past 12 months, we can expect many more to act on their words if organisations do not act quickly to improve connectivity and personalisation,” continued Bosma.