42244

econsultancy_xml

The <a href="http://econsultancy.com/press-releases/2861-uk-organisations-fail-2007-customer-service-test">research</a>, by Transversal, looked at the different customer service channels of 100 major UK firms’ sites, including FAQs sections, email and contact centres. It found that: <ul> <li>Websites, on average, could only provide answers for 50% of common customer queries. </li> <li>Telecoms, insurance, travel, electronics, grocers and utility performed worst - all were unable to answer 60% of consumer queries online. </li> <li>Grocery and electronics retailers slipped since last year's study, with average correct responses to emails falling from 80% to 55% and 90% to 55% respectively. </li> <li>Contact centres performed better, with 67% of calls answered within three minutes. </li> <li>As with last year's study, <a href="/blog/333-telecoms-companies-criticised-for-poor-online-customer-service">telecoms firms were among the worst performers</a> - giving accurate reponses to emails just 25% of the time, and failing to answer 60% of questions on their websites. </li> <li>Travel websites have performed badly in the last two surveys. They fail to answer 60% of common questions and had an average email response time of 58 hours. </li> </ul> Related stories: <a href="/blog/965-firms-could-improve-customer-self-service">Firms could improve customer self-service</a> <a href="/blog/1946-10-tips-on-improving-online-customer-service">10 tips on improving online customer service</a> Related research: <a href="http://econsultancy.com/reports/online-customer-service-solutions-buyer-s-guide-2007">Online Customer Service Solutions Buyer's Guide 2007 </a>

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2007-12-06T12:18:00+00:00

econsultancy_xml

Major UK firms take an average of 46 hours to respond to customers' emails, according to a new study that shows pretty mixed levels of customer service online. What's more, that's 13 hours more than the average last year.

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false 2011

For further information about email marketing, download Econsultancy's <a href="http://econsultancy.com/reports/email-census">Email Census</a> (based on a survey of digital marketers) and the <a href="http://econsultancy.com/reports/email-marketing-buyers-guide">Email Marketing Platforms Buyer's Guide</a> (particularly relevant for the UK market). See also the <a href="http://econsultancy.com/reports/email-marketing-statistics">Email Statistics Compendium</a>.

364724

Firms' email response times 'getting worse' false

2007-12-06T14:34:00+00:00

firms-email-response-times-getting-worse

2009-04-28T23:02:35+01:00

2009-10-13T09:26:57+01:00

300