RTÉ, Ticketmaster, NCT and Amazon see huge drops in customer trust survey
With The Dented Rté Trust Broadcaster The Issues In Player Public Have
RTÉ is one of the most unpopular and least-trusted companies in Ireland, according to the latest annual Irish Customer Experience Report.
It has come last in a list of leading brands, recording the biggest fall in its customer experience score — down 17% — while its trust score fell by a massive 25%.
The poor result has come in the wake of the Ryan Tubridy pay scandal but he is not the only reason customers have given for not liking RTÉ.
The other reasons include the regular showing of repeats and issues with the RTÉ Player.
Asked for a response, an RTÉ corporate affairs spokesperson declined to comment.
Others to see their ranking fall significantly include Ticketmaster, NCT and Amazon, who were among the worst performers in the survey of almost 150 brands, which was carried out by Amarách Research on behalf of The CX Company.
The latest annual Irish Customer Experience (CX) report published on World CX Day shows Ireland’s overall CX score rose by 4.9% this year, the biggest increase since the survey began in 2015.
Some 85% of brands improved their score, with supermarkets, pharmacies, and health insurance companies among the leading performers.
Once again, credit unions emerge as Ireland’s undisputed CX champion, not only claiming its position for an unprecedented ninth year in a row but also improving its CX score and widening the gap between it and its rivals in the process.
Power City, which recorded the second highest score for the positive impact of its staff, has broken into the top 10 for the first time this year, claiming third position.
The company is followed by Smyths Toystore in fourth, and Specsavers in fifth place.
Other companies to fare well included Laya Healthcare in sixth, M&S Simply Food in ninth and Dunnes in tenth place.
Report author and chief executive of The CX Company Cathy Summers said: “The main reason credit unions are so successful at delivering customer experience excellence on a consistent basis is because they are embedded in the community and focused on driving change to meet their customers’ needs rather than just driving change to make their organisation more efficient."
RTÉ's overall CX score fell 17%, which is also the biggest fall recorded by any brand over the last three years.
In addition, its trust score fell by a massive 25%.
Ms Summers said the fallout from the scandal demonstrated why trust is the most important element of customer experience.
She said: “This year’s result is a new low for RTÉ.
"Trust is at the heart of every customer interaction and without trust there is no customer relationship.
“It is built up over time and should never be taken for granted.
“It’s not just about the Ryan Tubridy issue either.
Another organisation performing a public service role which fell down the table to 138th was the NCT.
The unavailability of tests, backlogs and long delays were the most common issues cited.
“NCT needs to review its booking and communication process from a customer perspective and to consider innovative ways of dealing with the backlogs which have mounted up. They are another organisation which needs to rebuild trust with customers," Ms Summers added.