Consumers Happier With Treatment Online

Jan 20, 2004

By George Anderson

What a difference a year makes.

In 2002, respondents to a Greenfield Online survey gauging consumer satisfaction with their online customer service experiences found serious room for improvement.

In 2003, 40 percent told Greenfield their customer service experiences online had improved greatly. Fifty-four percent reported receiving customer service as good or slightly
better than the year before.

“These results indicate many companies are listening to the concerns of their online customers in earnest,” said David Puglia, senior vice president of global marketing of the
survey’s sponsor, Aspect Communications. “We saw a number of companies reevaluate and restructure their customer service strategies to suit the online shopper. When you consider
that online shopping revenue experiences double-digit growth every year, providing the best customer service solution isn’t just about customer retention anymore, but rather,
an imperative for capturing new revenue as it moves online.”

Moderator’s Comment: Have you found through your own experience that online customer service has improved over the past year? Which aspects of customer
service do you think are most important in online transactions?

Anderson – Moderator

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