As UK consumers become more cautious in spending, efficient, effective customer service is more critical than ever.
We’ve seen reports suggesting UK consumers are unhappy with the level of service, but how are brands performing?
In a bid to lift the lid on how the top 50 UK retail and travel brands are doing when it comes to service, we audited the availability of communication channels and asked a series of FAQs via each channel, assessing speed and effectiveness.
Over one in three (36%) of the UK’s leading brands are only contactable during office hours.
Just two-fifths (44%) had a chatbot available for basic customer service questions.
Nearly half (45%) of our customer service queries went completely unanswered.
With online shopping the norm, consumers should be able to expect the same level of service when shopping online as when in store. But what's the reality of the top 25 UK retail brands?
Now more than ever, customer service has a pivotal role to play in the overall brand experience for a consumer. But how are the top 25 UK travel brands really performing?