Interweb is a pit of shoddy customer service
Not so shocking survey results
THE RESULTS OF the fourth annual survey of online customer behaviour is in – and it’s not looking good.
The study, commissioned by Tealeaf and conducted by Harris Interactive surveyed 2,010 adults and found that for the fourth year running 87 percent of customers conducting online transactions have experienced problems.
41 per cent of online adults who experience problems conducting online transactions simply switch to an online or offline competitor or abandon a transaction entirely – online the competition is just a click away.
A recent Forrester report concurred that the Tealeaf survey, "Clearly highlights that companies need to take immediate steps to ensure they understand the experience of their customers who are transacting online,” as many want to succeed at first click.
The report also highlights the lack of integration between the contact centre and the web channels of many companies – 64 percent of those surveyed felt that the agent had no idea what they were doing (we’re not surprised) and 38 percent didn’t get their problem solved – again, shocking.
Rebecca Ward, CEO of Tealeaf says, "Companies that do take action will be the ones to claim a greater share of this billion dollar business opportunity" – let’s hope they do. µ
Comments
Autotrader - good example of lazy website
Can only look at cars 1 year old, 3 years old, 5 years old. What if I want to see a car 2 or 4 years old?Mileage, again lazy. 10,000, 20,000, 40,000, 60,000. But what if I want to limit it to a max of 50,000 miles?
Autotrader's site is slow, often makes errors when clicking on the pictures to make them bigger, and it loads a lot of advert crap on the larger photos even if you're just going forwards and backwards through them. It reloads them everytime from the site, along with adverts, which is annoyingly slow.
Please can someone make a faster, slicker and easier to use vehicle selling site and magazine? google or yahoo, this is real chance for either of you.
"companies need to take immediate steps"
Capitalism at work, guys.The companies that do take said steps will survive and flourish, those that don't will stagnate and die.
Where's the problem ?
massively diverse survey then?
2000 adults oooh thats 0.004% of the populous, and I bet the question was worded badly to.Probably something like "Have you ever ever during online transaction ever ever had the slightest teeniest problem ever?"
In that case I am suprised the result was as "LOW" as 87%.
Its all in the question...