In a Straits Times April 7, 2008 article, Singapore scores better than average for customer satisfaction, it was reported that “Service standards in Singapore are not far behind South Korea and the United States, although there is still room for improvement.”

“The nation scored 68.7 out of a 100 in the first ever national customer satisfaction survey, compared with 72 and 75 for South Korea and US respectively.”

“The (survey) also dispelled another belief that Singaporeans are the worst when it comes to complaining – the country only scored a national average of 6.3 per cent for complaints, compared to 14 per cent in the US.”

You do realize that the two findings are a little contradictory right? We complain less, therefore we appear to be quite happy with the service standard.

Anyway, if they had surveyed me, the percentage would definitely have been much higher. (who can I complain to for this?)

In this humble blog, I am going to complain (ok, if you so desire, I will change the word to discuss) about why we don’t complain enough, and how those who are aggrieved and don’t complain are just making things worse.

I am a habitual complainer and I am quite proud of it, because I do get things done. For the record, I called taxi companies no less than 20 times last year. I have also filed complaints to all telco companies in Singapore. Some concerned friends told me I should be careful because one day, I may end up with no mobile phone service and no taxi will pick me. Well, so be it.

Inevitably, I always get labeled as an unhappy person, and also a quarrelsome one. But guess what? When some of my friends have a complaint, who do they sometimes turn to?

You mean to say that I should be tolerant when a Comfort taxi driver slammed the trunk cover on my head and accused me of being slow? And that I should close an eye when the taxi driver taking me home was closing both his eyes on a busy PIE? How about the maniac who decided to ignore my repeated requests to slow down in a residential area?

Credit card companies are also some of my “victims”. Wait, I thought I was the victim.

One sent my replacement card to an old address, and having realized the mistake days later, decided to cancel both my existing and replacement cards, thus leaving me penniless in Seattle.

I think I dare say that in my bitchy way, I have contributed to some improvement:) For the record, the (good & patient) people from Hyperdrive/Colorspace have responded to my previous blog. There will be at least two improvements to the product soon.

Some years back, I also got a full replacement for a computer I bought even though different channels I complained to insisted the fault with my unit was too minor and that there was nothing they could do. It took a very senior management with common sense to say, “OK, lets do it.” And yes, I am still using the same brand now.

Today, I had the displeasure of calling Singapore Cable Vision (SCV). Three days ago, I called their customer care hotline to find out about activating new service at a new place I am renting. The customer service officer (what a mouthful for what he didn’t do) said he would be asking someone to call me. No sound, no picture, for the past three days.

I found out from my calls this morning that there WAS NO RECORD of our conversation. Therefore, they also don’t have the contact number I left for them to call.

I have been promised by someone more senior that I would be hearing from them. Oh damn, he didn’t really say they would be calling. So does it mean I have to call? But then why did he take down my numbers in the first place?

Damn, so much for just wanting to give business to SCV.

Just a quick update on the SCV saga ..

A duty manager at SCV just called. She had heard about my problem. I basically had to repeat some of the facts for the fourth time. I asked Angie, (paraphrasing) “Why is your company so screwed up?” “Why do I have to repeat my address again? You know this is the fourth time I am telling you my address?”

And her reply, “I am so sorry, we are looking into these (all my complaints).”

You mean to say that the people I spoke to before did not make note of what we discussed? Then why waste my time? That the announcement that “please note that your call may be monitored for quality control” was just to humor/scare me?

Tell you something equally scary: Angie was shocked that another manager, Simon, had spoken to me. Sigh sigh sigh.

Right, Angie. I still want to believe you since you have a rather sweet voice. Can I encourage you to complain to your company that if your other colleagues take customers’ complaints seriously, you won’t have to complain about my complaints?

Yes, I am enjoying it. Complaining, not complying.

btw, I did my research before starting this blog, here are some background info …

source: http://dictionary.reference.com/browse/compliant

5 results for: compliant

Dictionary.com Unabridged (v 1.1) – Cite This Source – Share This
com·pli·ant Audio Help /kəmˈplaɪənt/ Pronunciation Key – Show Spelled Pronunciation[kuhm-plahy-uhnt] Pronunciation Key – Show IPA Pronunciation
–adjective
1. complying; obeying, obliging, or yielding, esp. in a submissive way: a man with a compliant nature.
2. manufactured or produced in accordance with a specified body of rules (usu. used in combination): Energy Star-compliant computers.

9 results for: complaint

Dictionary.com Unabridged (v 1.1) – Cite This Source – Share This
com·plaint Audio Help /kəmˈpleɪnt/ Pronunciation Key – Show Spelled Pronunciation[kuhm-pleynt] Pronunciation Key – Show IPA Pronunciation
–noun
1. an expression of discontent, regret, pain, censure, resentment, or grief; lament; faultfinding: his complaint about poor schools.
2. a cause of discontent, pain, grief, lamentation, etc.
3. a cause of bodily pain or ailment; malady: The doctor says I suffer from a rare complaint.
4. Law. the first pleading of the plaintiff in a civil action, stating the cause of action.