According to CRMToday, a recent survey by eService provider, Transversal, discovered that online customer service for banks in Britain has reached an all time low. Here is what they found:
Average number of questions answered online: 2.5 out of 10 (2005 findings: 3)
Percentage of companies that responded to email correctly: 40% (2005 findings: 55%)
Average email response time: 22 hours (2005 findings: 17 hours)
Percentage with customer FAQ pages: 50% (2005 findings: 60%)
Percentage with customer search: 60% (2005 findings: 40%)
This makes me wonder why these banks have a website to begin with. With so many customers online these days, you would think that they would make more of an effort to retain these customers. What’s going on in Britain?
I did a Blogsearch to see if I could find anybody blogging about banking in Britain, but this is all I could come up with - a post about online banking security. If you have any experience with banking in Britain, I’d love to hear from you! Please leave comments below...
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