Service Not Discounts Wins Consumers

A survey of more than 1800 Australians conducted by business review site Word of Mouth Online, found when it comes to trades, Australians value high expertise and workmanship over all else, with 93% saying these are crucial in determining whether they will engage services from these businesses again.

81% say good communication and friendly service are also very important.
Discounts don't seem to be the drawcard they once were. Expertise and quality are far more important, with 87% of those surveyed saying these influential factors would encourage them return. The survey suggests businesses should play to their strengths rather than race to the lowest price.

The survey results indicated that, "Businesses should be investing in staff training and using premium materials rather than cheap gimmicks and promotions," the research shows "people don't mind if they have to wait or pay more or drive further for something. Quality equals loyalty."

The graph below details the top 10 gripes consumers have with Australian tradespeople.

Part of that staff training might be used to overcome the biggest gripes consumers have with trades people.

To find out more information, reach out to our team.