customer satisfaction - Internet Marketing News and Blogs

The British Standards Institute (BSI) has just launched a standard addressing customer satisfaction, quoting research it commissioned to support the launch suggesting that the great British public is less than happy with much of the service they receive. 

But will a new standard help?

New research suggests that trust in online retail is improving, though 24% of shoppers still have concerns over the issue. 

According to the IMRG’s E-Customer Service Index, confidence in e-commerce security has risen 2% over the past three months to 76%.

UK online retailers have widely differing levels of speed and accuracy when dealing with customer enquiries, according to a new study.

A test of leading etailers by Talisma found 45% failed to reply to customer emails, while only 47% of those that did provided "accurate and complete information" in their responses.

Internet banks have fared particularly badly in a new study that suggests the industry has lost trust from the majority of UK consumers.

The Unisys-commissioned survey found that 71% of customers do not trust their banks, while the two worst rated brands were web-based.

A number of reports have declared that 2007 is ‘the year of the customer’.  For many it is because every year is the year of the customer.  For others, it is because they are jumping on the latest fad. 

Being customer focused is a challenge, but many have succeeded.  In the blog post I'll reveal ten lessons from companies that have achieved award winning Service Excellence.

A couple of weeks ago I finally decided to ask Barclays why I was paying a monthly fee on an overdraft that I haven’t used for a long, long time.

I knew that finding an answer to this simple question could be a painful process, but I braced myself and set about to find out what was happening...