CCR Magazine

You are here  :Home arrow News arrow 98% of Customers Want Phone Numbers on Companies' Homepages
Contact Us Newsletter Signup RSS Feeds

Latest News Headlines

Headlines

 
Commercial Credit News

Headlines

 
98% of Customers Want Phone Numbers on Companies' Homepages PDF Print E-mail
Monday, 21 November 2016
In a study of 3000 customers across Europe by customer insight firm Qualtrics, 98% wanted companies to put their contact numbers on their home pages or within one click.  

97% of customers said it is important to be able to trust organisations with their personal data and almost 70% said they would consider leaving an unresponsive company.

35% of all customers say they are unsure if companies are even listening to their views.

Younger customers (18-22 years old) are most impatient and demanding of immediate response. 35% expect comeback within six hours of contacting a company. Those born after 1993 are the least likely to be loyal or nostalgic towards companies. They expect innovation from their providers and take it for granted.

According to Ian McVey, U.K. Director at Qualtrics: “In a global society conversations are amplified by technology and younger people are exercising a disproportionate amount of influence.

“Because they are constantly connected and very vocal, they have become as important for their spending power as for the influence they wield across society. The message to copmanies is clear - your customer base is undergoing radical behavioural change, and so must you.

Customers’ attitudes to tech are encouraging for firms investing in the digital experience, 40% of customers say they would welcome artificial intelligence (AI) in customer service, (though less than 5% of the companies are using it to enhance their customer experience).

Young shoppers are the most vocal for wanting technology. 2.5 times more likely to be satisfied with an organisation staffed entirely by AI customer support programmes than are customers age 56 or older. More than half (58%) of the overall sample would be happy to make the leap to online-only offerings of products or services.
 
Enghouse Side Banner

 Forums International Ltd

Forums International Ltd

 Attendance at your first meeting is free of charge, and please quote reference 'CCR2016' to receive the special 10% discount off of your first annual subscription.

Find out more here.

latest issue

CCR Cover

The latest edition of CCR Magazine, the leading editorial publication in the UK credit industry, is out.

Read the latest issue online

subscriptions

CCR is the premier magazine for consumer and credit professionals. It provides an independent voice to the industry, breaking major news stories and running in-depth features.

As a magazine, it works with and campaigns on behalf of the credit industry to promote its importance as a centre of potential profit and business development to the wider business world.

Subscribe to CCR Magazine

CCR World Magazine


 

Providing information and analysis for thousands of senior credit professionals worldwide, every quarter.

Find out more

GTS Media Ltd
81 Cambridge Road
Southend-on-Sea
Essex
SS1 1EP

Registered in England No: 05483197