11 December 2007
Major UK firms take an average of 46 hours to respond to customers' emails, according to a new study.
The figure represents an average decrease of 13 hours on last years response time. The research looked at the different customer service channels of 100 major UK firms’ sites, including FAQs sections, email and contact centres.
Findings from this research also revealed that websites, on average, could only provide answers for 50% of common customer queries. Telecoms, insurance, travel, electronics, grocers and utility performed worst - all were unable to answer 60% of consumer queries online.
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. Contact centres performed better, with 67% of calls answered within three minutes.
As with last year's study, telecoms firms were among the worst performers - giving accurate reponses to emails just 25% of the time, and failing to answer 60% of questions on their websites.
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