Today's customers are more inclined to use electronic contacts rather than more traditional methods, yet only 36% of these customers are satisfied with their Internet purchasing experiences.
With the expansion of the World Wide Web, today's customers are more inclined to use electronic contacts rather than the more traditional telephone or snail-mail contact. However, only 36% of these customers are satisfied with their Internet purchasing experiences, according to a study conducted earlier this year by the International Customer Service Association and e-Satisfy.com.
Surveying more than 50,000 electronic customers, the study addresses contact response expectations, customer satisfaction with current practices and the impact of electronic customer service on customer behavior and loyalty.