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Tag: okada manila

  • 85 Percent of Consumers Cut Spending After Poor Service, Genesys Finds

    85 Percent of Consumers Cut Spending After Poor Service, Genesys Finds

    A survey by software company Genesys found that 85 percent of consumers globally have either spent less with a brand or stopped buying from it after experiencing poor customer service.

    In the Philippines, a 2025 study by market research and analytics firm Milieu Insight revealed that 55 percent of online shoppers are more likely to buy from sellers who communicate responsively and provide timely updates.

    Top service rankings across retail and hospitality

    Okada Manila, Grand Hyatt Manila and Dior led the overall rankings in the Philippine Daily Inquirer and Statista Philippines’ Best Customer Service 2027 study, which evaluated 306 companies across 78 categories based on more than 90,000 customer assessments.

    Customer recommendation rates drove half of each brand’s overall score. The remaining weight evaluated five touchpoints: system accessibility, customer focus, clear communication, professional competence, and the range of services at checkout and post-purchase resolution.

    The cost of automated service breakdowns

    Automated support systems create retention risks when software fails to track customer history across channels. Twilio research shows 73 percent of Filipino consumers encounter automated systems that lose earlier context.

    Losing that thread carries a direct cost. When bots drop conversational history, 73 percent of affected local shoppers abandon them to find human staff or cancel the purchase. For 4 percent, repeated technical friction prompted an immediate, permanent exit from the brand.

    Operational shifts for Southeast Asian merchants

    Philippine store operators and e-commerce platforms must treat support infrastructure as core merchandise rather than back-office overhead. Merchants who replaced floor staff and help desks with uncalibrated bots face rising cart abandonment.

    Most friction occurs during the handoff between automated triage and live resolution. Front-line human agents remain essential for complex order disputes, returns, and luxury transactions where automated workflows fail.

    Tracking service metrics into 2027

    A divide is widening between premium operators with dedicated channels and discount platforms relying on automated scripts. Tracking retention rates and first-contact resolution speeds will determine which Philippine retail chains hold market share through 2027.

  • Okada Manila and Dior Lead Philippine Customer Service Rankings

    Okada Manila and Dior Lead Philippine Customer Service Rankings

    Okada Manila topped a Philippine customer service study across 78 categories with a score of 96.87, leading a field led by luxury hospitality and global retail brands.

    Grand Hyatt Manila followed in second place at 95.57, while French fashion house Dior ranked third overall at 95.12. The benchmark, compiled by data portal Statista and the Philippine Daily Inquirer, evaluated both physical and digital operations using more than 90,000 customer reviews collected between February and April 2025.

    How the scores were calculated

    Researchers weighted the final scores equally between a respondent’s likelihood to recommend a brand and five direct performance metrics. Those five criteria, each carrying a 10 percent weighting, covered accessibility, customer focus, quality of communication, professional competence and range of services.

    Participants evaluated companies they had transacted with, visited or researched over the previous three years. The survey spanned five broad sectors: brick-and-mortar stores, online retailers, digital services, hospitality and general consumer services.

    Top performers across retail and hospitality

    Homegrown luxury furniture maker Philux placed fourth with a score of 94.88 in the home goods retail division. Shangri-La Hotels took fifth at 94.81, followed by serviced apartment operator Ascott at 94.41.

    Consumer technology and fast-moving retail also secured spots in the upper tier. LG Electronics Philippines led online home goods with 94.33, while bakery chain Red Ribbon scored 93.5 in the restaurant and leisure bracket. Japanese apparel giant Uniqlo took the final two spots in the top ten, scoring 93.38 for its physical stores and 93.30 for its Philippine e-commerce operation.

    The strong showing of physical flagships alongside digital channels mirrors a broader shift across Southeast Asian retail, where omnichannel consistency dictates customer loyalty. Premium hospitality operators and luxury apparel labels continue to command the highest marks because their operating models justify higher floor staffing and dedicated post-purchase support.

    Statista and local partners plan to track category shifts through the next evaluation cycle, where rising store automation and digital checkouts face direct consumer assessment.