British consumers disappointed with service online
Global Web hosting leader, 1&1 Internet, has released the findings of its Website Communication Survey.
The survey revealed that 83 percent of consumers in the UK have had a negative experience online.
The biggest complaint is being unable to find a business’ contact information on its website. 52 percent of the 1300 respondents reported feeling angry or stressed and 22 percent said they felt powerless and desperate.
The respondents also offered solutions including real-time live dialogue with businesses using live-chat, forums or call-me-back facilities.
However, 92 percent of the 260 British firms surveyed did not provide these services on their websites and 42 percent had no plans to do so in the future.
“Our research clearly shows that struggling to contact a business from its website is a major cause of concern for consumers. More of us than ever are using real-time online messaging in our everyday lives and consumers now place a high value on the ability to talk to businesses in this way,” Andreas Gauger, 1&1 Internet’s CEO, said in a press release issued by the company.
“Britons benefit greatly from access to support in real time and both consumers and businesses have a lot to gain from developing better online relationships.”
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