NEWS20 June 2016
UK — New research has revealed that UK consumers rate utility companies as the most frustrating sector for online customer service, and local authorities fall close behind.
Retailers and professional services are apparently the least frustrating sectors.
The report, from social media specialists myClever, is based on a survey of 1000 UK consumers, who were asked whether current digital services are fully meeting consumer expectations, and whether new technology such as chat bots could help improve customer service.
It found that the biggest frustration (chosen by 45% of people) across all sectors was a lack of basic information contained on everyday commercial websites such as retailers, utilities, banks and local government services.
“Ever-evolving technology and an increasingly digitalised world has changed commerce forever," said Rob McNair, managing director of myClever. "Online services that were once a luxury are now being demanded by consumers 24/7. In order to stay competitive, businesses are racing to keep up with consumer demands and technological innovations.
“The frustrations clearly indicate the need for online services to improve. And, although frustrations exist in all sectors, it’s interesting to see that the industries exhibiting the most frustrating customer experiences online are the least likely to improve them."