Online retailers set the standard for customer service

An Aspect study of 1,000 UK-based consumers has shown that online retailers are rated top for customer service. 

The ‘Consumer Satisfaction Benchmarking Report – 2013′ also showed that 79% are either satisfied or extremely satisfied with the quality of service received from online retailers. In addition to this, not a single consumer expressed dissatisfaction with online retailers’ customer service.

By comparison, other markets fared much worse, with telecommunications seeing almost 1 in 10 consumers dissatisfied with the service provided.

Despite online retailers leading the pack in terms of the service provided to consumers, only 7% can recall a particularly good experience from an online retailer over the past 12 months. Further, 36% of official complaints to online retailers go unresolved in the eyes of the customer, with only 9% of complaints considered resolved during the first interaction with the business in question.

Other key findings include:

• 69% said email is the preferred method of contact with online retailers
• 2% said they would not use social media to contact online retailers

“The modern British consumer is demanding more and more from the customer service they receive,” said Mark King, Senior VP, Europe and Africa, Aspect. “With the competition just one click away, online retailers are having to engage with us shopaholics through a variety of channels, and it’s clear to see that in terms of giving consumers what they want, online retailers are setting the standards for other organisations.”