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How often is a business allowed to 'stuff up'

General Media Release

8 September 2008

How often is a business allowed to 'stuff up'

How often is a business allowed to 'stuff up' before the average Kiwi is 'fed up'? - Customer service pulse aims to find out

The 2nd annual KiwiHost/JRA Perceptions of Customer Service in New Zealand Pulse is set to explode some myths when results are announced in November - including real numbers on how many New Zealanders complain about bad service, how many will tell others about their experience and just how often is a company allowed to 'stuff up' before the average Kiwi is 'fed up'?

Launched on 1 September, anybody can complete the short 5 to 10 minute online survey at starting from 1 September 2008 - the online facility will also allow people to tell their customer service stories, and name names.

KiwiHost New Zealand Joint Managing Director, Jared Brixton, said companies which feature prominently and repeatedly in the good news stories will receive a certificate and flowers for their efforts.

"Those who are continuously irritating their customers will receive a discreet letter advising them of the results. We will however name industries with the best and worst records."

KiwiHost - New Zealand's most established customer service quality and training standard - has once again teamed up with JRA (NZ) Ltd (stakeholder survey and analysis specialists, and founder of the popular Unlimited/JRA Best Places To Work survey) to conduct a nationwide, definitive 'pulse check' of Kiwi customer service.

'The Pulse' will cover key areas of customer service:

1. Business to consumer - how business treats consumers; 2. Business to business - the state of customer service in the B2B marketplace; and

Senior Consultant at JRA (NZ) Ltd, Amy Shipley, said JRA is once again delighted to be working with KiwiHost in the joint venture survey.

"The unlimited/JRA Best Places To Work survey is important because the way people are treated at work is of national significance, but so is customer service - it's a topic that is close to everyone's heart and, like your job, a major topic of discussion around the water cooler," says Amy.

To participate in the brief survey, and be in to win one of twenty five $20 petrol vouchers, people are invited to visit


For more information:

About KiwiHost

Established in 1989, KiwiHost is New Zealand's most experienced and best resourced customer service training organisation with expert facilitators located in 18 offices countrywide. KiwiHost facilitators deliver more than 20 specialised 'great customer experience' programmes, regular scheduled workshops (including in-house on demand), to a wide variety of organisations and industries. Industries currently served by KiwiHost include the health sector, professional practises, retail, government departments, local authorities, tourism, couriers and freight, not-for-profit organisations and trades and services.

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