UK customer experience is getting weak, claims study

Retail brands in the U.K. aren't meeting growing consumer expectations and are struggling to deal with consumer queries, reveals an Eptica study.

Of 100 companies polled, 44 percent could answer routine questions from shoppers via social media and online, a drop from 49 percent last year, according to a press release.

Within social media channels, just 34 percent of tweets and 35 percent of Facebook messages were given a successful answer, a big dip from 48 percent of tweets and 45 percent of Facebook notes that got an accurate reply a year ago.

"Brands today face a growing challenge when it comes to customer experience," said Olivier Njamfa, CEO and co-founder, Eptica, in the press release. "Failure to dedicate sufficient resources to customer experience, or to deploy new technologies such as artificial intelligence to support staff, will ultimately hit the bottom line, as consumers switch to rivals who offer them the service they demand."

A full report, including the study results, graphics and best practice recommendations for brands to transform customer experience, is available here.


Topics: Customer Experience, Customer Service


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