UK insurance customer service worsening, with 68% of queries left unanswered on digital channels
Eptica study finds growing gap between consumer expectations and digital reality
UK retail customer experience failing to improve with nearly 50% of queries left unanswered
Eptica study finds consumers more likely to get an accurate response on email than Twitter, Facebook or the web
Email beats web for insurance customer service
Eptica research uncovers poor response rates to questions asked online and on social media
Contacts
For further information, please contact:
Measures Consulting
Chris Measures +44 (0) 7976 535147
chris@measuresconsulting.com
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Eptica research also finds three quarters shun Black Friday online
Insurers unable to adequately answer consumer questions online
Eptica research finds multichannel customer service not improving within insurance sector
Brands risk customer churn by failing to understand consumers on digital channels
New research finds that 82% of consumers will switch after bad experience
UK retailers failing at email customer service but improving on Twitter
Eptica research finds web best channel for retail customer service
Eptica Newsroom
