Share this:
Fiona Adler, founder of Australia’s leading business review website ‘Word of Mouth Online’ (pictured), reveals the top 10 best and worst online reviewed industries in Australia for customer satisfaction.
Based on which businesses received the most and least ‘stars’ across quality, service and value, WOMO.com.au (Word of Mouth Online) – an online forum which attracts a new customer comment every five minutes – mined data from its 350,000 customer reviews across its 554 featured industry categories.
Remarkably, when it comes to all-round customer satisfaction, it’s our pets that receive the most superior service with vets and animal treatments rated as the number one positively reviewed industry on WOMO.com.au.
Showing that we’re also a nation influenced by a sweet tooth, cake services ranked a close second on the list. Australian healthcare services are also commended for their exceptional service, with osteopathy clinics and hospitals featuring third and fourth on the list respectively.
Top 10 rated industries for consumer satisfaction
1. Vets & Animal Treatments
2. Cake Services
3. Osteopaths
4. Hospitals
5. Butchers & Fish Shops
6. Chocolate Shops
7. Wedding Florists
8. Civil Celebrants
9. Wineries, Wine Bars & Breweries
10. Lingerie & Sleepwear
“Consumers are more likely to shout from the rooftops when they have an emotional connection with a product or service,” said Fiona Adler. “This is illustrated by the fact that we’re more likely to positively review the health services for our pets than that of our own. It’s also apparent in that five out of the 10 industries are associated with special occasions – most likely the service provider has created excitement around the event rather than just handing over a product – that’s what makes them special!”
Surprisingly, its business to business professional services that rank the worst for overall consumer satisfaction with advertising and marketing services scooping the title as the worst reviewed industry on WOMO.com.au. This was followed closely by real estate agencies, employment and recruitment agencies and website developers and hosting sites.
10 Worst rated industries for consumer satisfaction:
1. Advertising & Marketing Services
2. Real-Estate Agents
3. Employment & Recruitment Agencies
4. Website Developers & Hosting
5. Bathroom Renovators
6. Fencing & Gates Suppliers
7. New Car Dealers
8. Removalists
9. House Cleaners
10. Telecommunications
“Where it goes wrong within these industries is that many owners tend to think of their business as a series of one-off transactions. They push hard for the sale and forget that the customer’s experience matters,” said Fiona.
“No-one likes the hard-sales approach, even if the business is offering a great deal, consumers become discouraged to the point of frustration and that’s when they turn online to voice negative opinions.”
Related Article: The 5 Customers that Drive Business Owners Crazy