From “Thanks a lot” to “Sorry”: customer service is changing face and what's left is how to make the customer feel!

New nationwide survey “Customer Experience Stories” by Focus Bari

Focus Bari's new nationwide survey “CX Stories: authentic customer experiences”, conducted every Spring and Fall, captures authentic customer experiences through real-life incidents. Specifically, in this wave, it is observed:

- Experiences are shared and become conversations: Two out of three Greeks consult reviews before making any purchase. Experiences whether positive or negative - circulate from word of mouth, shaping images and decisions.

- Positive experiences stand out, negative ones are not forgotten: The good service moments were more frequent, more vivid and associated with care, kindness and human contact. In contrast, the negative ones, although present, focused on indifference, delay or rudeness.

- The exceptional experience is not random, it is built and based on 5 pillars: speed, error recovery, exceeding expectations, emotional connection and caring. At the core, understanding the customer and being genuinely caring.

- AI helps, but does not replace: Greeks acknowledge the immediacy and continuous availability it offers, but remain wary when the human factor is absent, especially in complex situations...

See the whole presentation of the “CX Stories” A wave 2025 here

New nationwide survey by Focus Bari (issue B):

Focus Bari, in order to capture the current needs of consumers towards the businesses of the future, conducted a survey on behalf of TOTAL BUSINESS entitled: “(Re)Defined: what Greeks expect from the businesses of the future”.

The results of the survey were presented at the conference “The BIG P”, at the Athens Conservatory, with wide participation of businesses and institutions. The findings record the messages consumers send to businesses around seven key pillars of new entrepreneurship. More specifically, in the second issue, they include:

• Voice with substance: Citizens want businesses to be active participants in socio-political challenges, free from expediency.
• Ethics & Transparency as a prerequisite for trust: Society demands honesty, ethical values and practical social responsibility from the businesses of the future: employment opportunities, inclusion and accountability.
• Technology is not enough: Customer experience, employee mental health and inclusion are placed at the heart of business evaluation.
• Innovation is a one-way street: Citizens support innovation, while asking to maintain the human touch and support for SMEs.

See the whole survey presentation here

The Greeks demand: Authenticity, Sustainability and Communication - The new triptych for responsible business!

New Pan-Hellenic Survey by Focus Bari:

Focus Bari, in order to capture the current needs of consumers towards the businesses of the future, conducted a survey on behalf of TOTAL BUSINESS entitled: “(Re)Defined: what Greeks expect from the businesses of the future”.

The results of the survey were presented at the conference “The BIG P”, at the Athens Conservatory, with wide participation of businesses and institutions. The findings record the messages of consumers to businesses around 7 key pillars of new entrepreneurship. More specifically, in Volume 1, the following are mentioned:

⦁ Social sensitivity through actions, not words: Greeks are skeptical of business when it comes to social responsibility...

⦁ The planet before profit: 3 out of 4 Greeks put environmental protection first, leaving behind the traditional logic of profitability. Sustainability is the new business must.

⦁ No more greenwashing: citizens are rejecting superficial “green” tactics. They want substance, not a sustainable image for show.

⦁ Together with the new generation, not for them: Businesses of the future owe meaningful intergenerational collaboration, empathy and purpose. Tomorrow's leadership does not impose - it co-creates!

See the full survey here.

New Pan-Hellenic Survey by Focus Bari:

Focus Bari, in order to capture the current career needs in the shipping industry, conducted a Survey in collaboration with the YES FORUM organization on:
"New landscape in shipping: Company expectations and youth ambitions".The results presented at the 8th Posidonia Sea Tourism Forum's Conference & Exhibition , in Heraklion, Crete, reveal interesting findings on the attitudes, but also the challenges recorded both on the part of young people and shipping companies.

⦁ Information starts digitally, but it is not enough: Young people turn to online media and academic activities for information, but their career prospects often remain unclear...

⦁ Strong interest and need for guidance: Although the vast majority participate in relevant actions, young people express uncertainty and insecurity, asking for mentoring, practical experience and more targeted and continuous information.

⦁ Potential with prospects - but also shortcomings: Employers consistently identify strengths in digital skills and foreign languages, point out lack of professionalism and soft skills in prospective young employees.

⦁ Connection & empowerment platforms are necessary: The bridge between the young generation and the market goes through meaningful actions , such as mentoring, networking and contact with the reality of the industry - a role effectively embodied by the YES Forum..

See the whole survey presentation here

Focus Bari, the official representative of the international IRIS (International Research Institutes) network in Greece, participated in a major global survey titled “GLOBAL PUBLIC CONFIDENCE” addressing critical contemporary issues. The survey was designed and carried out under the initiative of the IRIS Network across 21 countries in 2024.
The findings presented in this release — “Global Perceptions and Concerns about Health: Trends and Challenges” — are enriched with Greek data from a related study conducted by Focus Bari on behalf of Applia, and they reveal:

⦁ Healthcare Systems in Crisis: Globally, only 4 in 10 citizens express satisfaction with the healthcare services in their country. Greece ranks among the countries with the highest levels of dissatisfaction.

⦁ Poor Governance as the Main Cause: To 60% of citizens worldwide attribute healthcare system problems primarily to ineffective management rather than to a lack of resources.

⦁ Skepticism and Lack of Trust: Many countries show significant reservations regarding trust in government healthcare management and the protection of vulnerable groups. Greece is among the countries with the lowest levels of public trust.

⦁ Mental Health a Top Priority for Greeks: For Greek citizens, mental health is a top concern, with pressure for productivity cited as the main barrier to successfully meeting professional demands.

See the whole survey presentation here

- International Survey "Global Public Confidence " in 21 countries by IRIS Network and Focus Bari for Greece -

Focus Bari, which represents in Greece the international network IRIS (International Research Institutes), participated in an important survey on "Global Public Confidence" on critical issues of the day. The survey was designed and implemented on the initiative of the Network in 21 countries in 2024. The findings presented in this publication on : "International and Nationwide Trends and Perceptions on Climate Change" combined with Focus Bari's results from a survey conducted on behalf of Applia, and reveal that:

- Strong global concern about climate change, but sense of risk is more limited at national - local level, with the exception of Turkey.
- Renewable energy is an important but not top priority for many countries, especially in Greece, Japan and Switzerland.
- Consumers worldwide are choosing products - services based on safety and purity rather than sustainability.
- Greeks are more pessimistic than other countries about tackling the climate crisis in our country, considering the state as a key helper in managing it.

See the whole survey presentation here

Beauty & Self-Expression in the Digital Age: The Attitudes of Greek Women

New Nationwide Survey by Focus Bari:

Focus Bari, in order to investigate and understand contemporary perceptions of beauty in Greece, conducted a National Survey, the results of which were presented at the 48th COSMOESTETICA. This publication also includes data from YouGov Profiles, which reveal:

- Beauty, fashion and wellness stand out as the most popular online destinations for Greek women, with trends in the health and wellness sector constantly gaining ground.
- Greek women's digital shopping carts are filled with fashion, beauty and gadgets, reflecting contemporary market priorities.
- Greek women are informed about new trends and beauty products mainly through social media and influencers, with the influence of digital platforms being stronger on the younger ones.
- Quality and safety remain non-negotiable, the most timeless important criteria for Greek women when choosing beauty products, remaining loyal to what they know and trust, but with room for change.
- The popularity of filters in the photos they upload to social media is universal, with younger women accepting them as normal, while mature ones are more hesitant to use them.

See the whole survey presentation here

Redefining beauty in Greece: Naturalness, Care and Self-Confidence in the Spotlight!

New Nationwide Survey by Focus Bari:

Focus Bari, in order to investigate and understand contemporary perceptions of beauty in Greece, conducted a new National Survey on the topic: "Approaching Beauty in Greece: Perceptions, Habits & Attitudes". The results were presented at the 48th COSMOESTETICA, and reveal that:

- Greek women recognize the value of inner beauty, however, for most, grooming remains the "key" to boosting self-confidence.
- Beauty is associated with health, naturalness and authenticity for two in three Greek women, while they also recognize the importance of improvement and anti-aging.
- Greek women, especially younger ages, invest heavily in their beauty and self-care, seeking the right balance of naturalness and confidence.
- One in two express a positive attitude towards cosmetic dermatological interventions, while they appear more cautious towards cosmetic plastic surgery.
- But grooming is no longer just a woman's business, as one in three men systematically follows a skin care routine, marking a new era in self-care.

See the whole survey presentation here

Valentine's Day: Personal Moments of Love and Relaxation for Greeks!

New Nationwide Survey by Focus Bari:

Focus Bari, aiming to capture the attitudes and moods of Greeks on Valentine's Day, conducted a new National Survey on the topic: "Emotions, Opinions & Social Media: Valentine's Day in Greece". The results reveal interesting findings and differentiations by demographic audience groups. Specifically:

- Valentine's Day evokes emotions το many, but for two out of three Greeks it is just another day.
- One in three celebrates with a romantic dinner or relaxing moments at home, while most believe that love should be a daily celebration.
- Approximately three out of five Greeks plan to spend an average of €30.57 on Valentine's Day.
- The "perfect day" for most Greeks exists and includes relaxation and carefreeness, as well as spontaneity.
- The majority of social media users enjoy posts with humorous memes about love and singles, while pretentious posts about the ideal and the special cause discomfort.

See the whole survey presentation here

Greeks in a Threshold: Uncertainty, Search for Alternatives and Difficulty of Adapting to Economic Reality!

New Nationwide Survey by Focus Bari:

Focus Bari, with the aim of capturing the financial reality of Greeks, conducted a new major survey.

The results, entitled: "Financial Situation of Greeks: Present and Future", highlight the prevailing economic conditions and the challenges faced by citizens and their strategies in managing their finances, while revealing the differences between demographic groups.

More specifically:

- Two out of five Greeks are satisfied with their permanent employment, while more than one out of four either have a second job or are planning to find one.
- More than one in two Greeks are looking for alternative sources of income, apart from their salary.
- Only one in four Greeks declare full control over their finances, and almost all limit their spending, even on basic necessities.
- The majority of citizens feel economic insecurity, with only 5% expressing confidence about the future, and one in three predicting a worsening of the situation.
- Despite this, the mood to save remains positive, as only 9% state that they have never saved and do not intend to do so in the future.

See the whole survey presentation here