More than half flunk customer service test
By Nick Heath
Published: 5 February 2008 14:34 GMT
More than half of UK banks, insurance companies and building societies are failing to properly respond to online customer queries.
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As part of a study into online customer service, a test query was submitted to online financial services institutions. The results found 53 per cent of UK banks did not correctly answer or deal with the query.
The majority of the UK companies received customer ratings of between three and six out of 10 for their web self-service in the study commissioned by IBM and Kana Software.
The Online Customer Service: International Financial Services study of 52 European financial services companies found 35 per cent of German and UK companies did not provide a contact email address on their website and 18 per cent did not respond at all to an email inquiry.
Marchai Bruchey, chief marketing officer at Kana said in a statement: "We were surprised at the poor level of customer service revealed. With internet access in nearly 16 million UK households, there is growing consumer demand for a quality online experience, and more consistency between web and branch."
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