satisfaction - Internet Marketing News and Blogs

In 2009 many companies will struggle against a tide of negative consumer sentiment, driven by the economic downturn. It’s looking like the days of free and easy spending are over, for now.

In startupland the losers will most likely be those with low reserves of cash, but what about the established e-commerce heavyweights? Which e-commerce companies will fare better than others, and which ones will be hardest hit? And what can they do about it?

It has long been believed that to deliver high levels of customer satisfaction, a company needs to have satisfied staff.

But is this true?

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?

The fiasco that was the first month of Heathrow’s Terminal Five is a salutary lesson for any company introducing a new product or service. 

I sympathise greatly with the customers that have been delayed, lost luggage and generally experienced a level of service that few would wish on their biggest enemy but my real sympathies are reserved for another oft overlooked group – the staff.

Customer satisfaction with UK broadband providers has fallen for the second year in a row, with good old BT coming last in a survey by research group JD Power.

Complaints now outnumber service related queries, according to the study, while overall satisfaction levels have fallen nine points to an average of 645 out of 1000.

If you’re in web analytics, you're probably looking forward to your salary negotiations for 2008.

There are currently around 2,000 job opportunities that require web analytics experience on SimplyHired.com, according to this blog post by Eric T. Peterson.

And the picture’s pretty similar this side of the Atlantic – over 450 positions are up for grabs on Indeed.co.uk.

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.