{"id":6992,"date":"2019-03-25T13:11:29","date_gmt":"2019-03-25T13:11:29","guid":{"rendered":"https:\/\/www.openbusinesscouncil.org\/?p=6992"},"modified":"2019-03-25T13:11:29","modified_gmt":"2019-03-25T13:11:29","slug":"revealed-facebook-and-web-lead-the-way-for-uk-customer-experience","status":"publish","type":"post","link":"https:\/\/www.footballthink.com\/revealed-facebook-and-web-lead-the-way-for-uk-customer-experience\/","title":{"rendered":"Revealed: Facebook And Web Lead The Way For UK Customer Experience"},"content":{"rendered":"
\"Revealed:
Revealed: Facebook And Web Lead The Way For UK Customer Experience<\/figcaption><\/figure>\n

UK brands are undermining consumer trust and risking revenues by failing to deliver consistent, multichannel customer service, according to the 2019 Eptica Digital Trust Study<\/a>.<\/p>\n

While brands answered 69% of all routine queries via the web, email, Facebook and Twitter, this masked wide gaps between different brands, sectors and channels. For example, a bank took 8 days to respond to an email. One fashion retailer answered a tweet about ethical sourcing policies in 17 minutes, yet another took 50 hours.<\/p>\n

Trust is increasingly central to customer relationships. 89% of consumers surveyed said they either will stop buying from brands that they don\u2019t trust or will spend less. Around half (49%) said they would switch immediately. Building trust begins with delivering on basic promises \u2013 59% ranked giving satisfactory, consistent answers as a top three factor in creating trustworthiness, while 63% rated making processes easy and seamless as key.<\/p>\n

The web was the most accurate and comprehensive channel for customer experience, with brands answering an average of 75% of routine queries. It was followed by Facebook, where brands successfully responded to 57% of questions (nearly doubling from 30% in 2017). This was significantly ahead of Twitter (45%), despite the channel\u2019s reputation for delivering customer service.<\/p>\n

Email brought up the rear. 37% of brands satisfactorily answered a basic question, with average speed ten times slower than social media. Chat continued to grow in importance, with 44% of brands claiming to offer it \u2013 yet just 26% had it operational when tested, a slight improvement on 2017\u2019s 24%.<\/p>\n

\"The
The web was the most accurate and comprehensive channel for customer experience, with brands answering an average of 75% of routine queries<\/figcaption><\/figure>\n

The Eptica Digital Trust Study builds on research first conducted in 2012 by customer experience software provider Eptica. It combined real-world evaluations of 50 brands in five sectors with consumer research on attitudes to customer experience and trust. Evaluation questions included asking about multi-policy discounts (insurance), ethical sourcing policies (fashion), changing a booking (travel), cancelling debit cards (banking) and allergy labelling (food and drink).<\/p>\n

\u201cBrands face multiple challenges when it comes to customer experience,\u201d<\/em> said Olivier Njamfa, CEO and Co-Founder, Eptica. \u201cConsumer expectations are continually rising, while the volume and complexity of queries and interactions are growing. Trust is crucial to engagement and loyalty, but the 2019 Eptica Digital Trust Study shows that many brands are falling at the first hurdle, with their inability to get the basics right undermining reputation and revenues.\u201d<\/em><\/p>\n

While brands answered 69% of queries overall, nearly a third either did not receive a response \u2013 or that replies failed to answer the question. This backs up consumer beliefs that brands are ignoring them \u2013 just 8% of respondents said that brands were listening all the time, missing out on the insight needed to drive improvements and strengthen trust.<\/p>\n

Inconsistency and gaps growing<\/strong><\/p>\n

The Study found growing gaps between best and worst performers, between channels and within sectors:<\/p>\n

    \n
  • Fashion retailers successfully answered 60% of questions across all channels, while insurers only managed under half (46%)<\/li>\n
  • In the travel sector, three brands scored 100% on the web \u2013 yet two rivals only answered 40% of questions.<\/li>\n
  • None of the banks surveyed successfully responded to an emailed question \u2013 yet 80% of them answered it on Twitter, and 45% on Facebook.<\/li>\n<\/ul>\n

    At a time of greater pressure on resources, brands need to take a more holistic view across channels to drive a consistent, efficient customer experience that builds trust.<\/p>\n

    As well as accuracy, the Eptica Digital Trust Study also measured consistency between channels. Well over half (58%) of companies were completely inconsistent with no answers matching on more than one channel. Consistency varied wildly within sectors \u2013 for example, one travel company said on Twitter that it was free to amend a booking, but responded on Facebook saying it would cost \u00a335 per person to do so.<\/p>\n

    The study evaluated 50 UK brands, split equally between the fashion, food and drink, travel, insurance and banking sectors. Brands were rated on their ability to answer five routine questions via their websites, as well as their speed, accuracy and consistency when responding to email, Twitter, Facebook and chat. Additionally, 1,000 UK consumers were surveyed on their attitude to trust, its relationship with customer experience and on loyalty and brand reputation. All research was completed in Q1 2019.<\/p>\n","protected":false},"excerpt":{"rendered":"

    UK brands are undermining consumer trust and risking revenues by failing to deliver consistent, multichannel customer service, according to the 2019 Eptica Digital Trust Study. While brands answered 69% of all routine queries via the web, email, Facebook and Twitter, this masked wide gaps between different brands, sectors and channels. For example, a bank took […]<\/p>\n","protected":false},"author":7,"featured_media":6994,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_mo_disable_npp":""},"categories":[4563],"tags":[5256,5259,4662,3874],"acf":[],"yoast_head":"\nRevealed: Facebook And Web Lead The Way For UK Customer Experience - OpenBusinessCouncil Directory<\/title>\n<meta name=\"description\" content=\"UK brands are undermining consumer trust and risking revenues by failing to deliver consistent, multichannel customer service\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.footballthink.com\/revealed-facebook-and-web-lead-the-way-for-uk-customer-experience\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Revealed: Facebook And Web Lead The Way For UK Customer Experience\" \/>\n<meta property=\"og:description\" content=\"UK brands are undermining consumer trust and risking revenues by failing to deliver consistent, multichannel customer service\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.footballthink.com\/revealed-facebook-and-web-lead-the-way-for-uk-customer-experience\/\" \/>\n<meta property=\"og:site_name\" content=\"OpenBusinessCouncil Directory\" \/>\n<meta property=\"article:published_time\" content=\"2019-03-25T13:11:29+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.footballthink.com\/wp-content\/uploads\/2019\/03\/customer-experience.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1380\" \/>\n\t<meta property=\"og:image:height\" content=\"524\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Hernaldo Turrillo\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Hernaldo Turrillo\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.footballthink.com\/revealed-facebook-and-web-lead-the-way-for-uk-customer-experience\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.footballthink.com\/revealed-facebook-and-web-lead-the-way-for-uk-customer-experience\/\"},\"author\":{\"name\":\"Hernaldo Turrillo\",\"@id\":\"https:\/\/www.footballthink.com\/#\/schema\/person\/b9610afd0759dc701187a7f622375c23\"},\"headline\":\"Revealed: Facebook And Web Lead The Way For UK Customer Experience\",\"datePublished\":\"2019-03-25T13:11:29+00:00\",\"dateModified\":\"2019-03-25T13:11:29+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.footballthink.com\/revealed-facebook-and-web-lead-the-way-for-uk-customer-experience\/\"},\"wordCount\":720,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/www.footballthink.com\/#organization\"},\"keywords\":[\"customer experience\",\"customer service\",\"Marketing\",\"report\"],\"articleSection\":[\"Open Innovation\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.footballthink.com\/revealed-facebook-and-web-lead-the-way-for-uk-customer-experience\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.footballthink.com\/revealed-facebook-and-web-lead-the-way-for-uk-customer-experience\/\",\"url\":\"https:\/\/www.footballthink.com\/revealed-facebook-and-web-lead-the-way-for-uk-customer-experience\/\",\"name\":\"Revealed: Facebook And Web Lead The Way For UK Customer Experience - OpenBusinessCouncil Directory\",\"isPartOf\":{\"@id\":\"https:\/\/www.footballthink.com\/#website\"},\"datePublished\":\"2019-03-25T13:11:29+00:00\",\"dateModified\":\"2019-03-25T13:11:29+00:00\",\"description\":\"UK brands are undermining consumer trust and risking revenues by failing to deliver consistent, multichannel customer service\",\"breadcrumb\":{\"@id\":\"https:\/\/www.footballthink.com\/revealed-facebook-and-web-lead-the-way-for-uk-customer-experience\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.footballthink.com\/revealed-facebook-and-web-lead-the-way-for-uk-customer-experience\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.footballthink.com\/revealed-facebook-and-web-lead-the-way-for-uk-customer-experience\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.footballthink.com\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Revealed: Facebook And Web Lead The Way For UK Customer Experience\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.footballthink.com\/#website\",\"url\":\"https:\/\/www.footballthink.com\/\",\"name\":\"OpenBusinessCouncil Directory\",\"description\":\"Openbusinesscouncil\",\"publisher\":{\"@id\":\"https:\/\/www.footballthink.com\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.footballthink.com\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":[\"Organization\",\"Place\"],\"@id\":\"https:\/\/www.footballthink.com\/#organization\",\"name\":\"openbusinesscounsil\",\"url\":\"https:\/\/www.footballthink.com\/\",\"sameAs\":[],\"logo\":{\"@id\":\"https:\/\/www.footballthink.com\/revealed-facebook-and-web-lead-the-way-for-uk-customer-experience\/#local-main-organization-logo\"},\"image\":{\"@id\":\"https:\/\/www.footballthink.com\/revealed-facebook-and-web-lead-the-way-for-uk-customer-experience\/#local-main-organization-logo\"},\"openingHoursSpecification\":[{\"@type\":\"OpeningHoursSpecification\",\"dayOfWeek\":[\"Monday\",\"Tuesday\",\"Wednesday\",\"Thursday\",\"Friday\",\"Saturday\",\"Sunday\"],\"opens\":\"09:00\",\"closes\":\"17:00\"}]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.footballthink.com\/#\/schema\/person\/b9610afd0759dc701187a7f622375c23\",\"name\":\"Hernaldo Turrillo\",\"description\":\"Hernaldo Turrillo is a writer and author specialised in innovation, AI, DLT, SMEs, trading, investing and new trends in technology and business. He has been working for ztudium group since 2017. He is the editor of openbusinesscouncil.org, tradersdna.com, hedgethink.com, and writes regularly for intelligenthq.com, socialmediacouncil.eu. Hernaldo was born in Spain and finally settled in London, United Kingdom, after a few years of personal growth. Hernaldo finished his Journalism bachelor degree in the University of Seville, Spain, and began working as reporter in the newspaper, Europa Sur, writing about Politics and Society. He also worked as community manager and marketing advisor in Los Barrios, Spain. Innovation, technology, politics and economy are his main interests, with special focus on new trends and ethical projects. He enjoys finding himself getting lost in words, explaining what he understands from the world and helping others. Besides a journalist, he is also a thinker and proactive in digital transformation strategies. Knowledge and ideas have no limits.\",\"url\":\"https:\/\/www.footballthink.com\/author\/hturrillo\/\"},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.footballthink.com\/revealed-facebook-and-web-lead-the-way-for-uk-customer-experience\/#local-main-organization-logo\",\"url\":\"https:\/\/www.footballthink.com\/wp-content\/uploads\/2017\/04\/logo_big.png\",\"contentUrl\":\"https:\/\/www.footballthink.com\/wp-content\/uploads\/2017\/04\/logo_big.png\",\"width\":1161,\"height\":250,\"caption\":\"openbusinesscounsil\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Revealed: Facebook And Web Lead The Way For UK Customer Experience - OpenBusinessCouncil Directory","description":"UK brands are undermining consumer trust and risking revenues by failing to deliver consistent, multichannel customer service","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.footballthink.com\/revealed-facebook-and-web-lead-the-way-for-uk-customer-experience\/","og_locale":"en_US","og_type":"article","og_title":"Revealed: Facebook And Web Lead The Way For UK Customer Experience","og_description":"UK brands are undermining consumer trust and risking revenues by failing to deliver consistent, multichannel customer service","og_url":"https:\/\/www.footballthink.com\/revealed-facebook-and-web-lead-the-way-for-uk-customer-experience\/","og_site_name":"OpenBusinessCouncil Directory","article_published_time":"2019-03-25T13:11:29+00:00","og_image":[{"width":1380,"height":524,"url":"https:\/\/www.footballthink.com\/wp-content\/uploads\/2019\/03\/customer-experience.png","type":"image\/png"}],"author":"Hernaldo Turrillo","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Hernaldo Turrillo","Est. reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.footballthink.com\/revealed-facebook-and-web-lead-the-way-for-uk-customer-experience\/#article","isPartOf":{"@id":"https:\/\/www.footballthink.com\/revealed-facebook-and-web-lead-the-way-for-uk-customer-experience\/"},"author":{"name":"Hernaldo Turrillo","@id":"https:\/\/www.footballthink.com\/#\/schema\/person\/b9610afd0759dc701187a7f622375c23"},"headline":"Revealed: Facebook And Web Lead The Way For UK Customer Experience","datePublished":"2019-03-25T13:11:29+00:00","dateModified":"2019-03-25T13:11:29+00:00","mainEntityOfPage":{"@id":"https:\/\/www.footballthink.com\/revealed-facebook-and-web-lead-the-way-for-uk-customer-experience\/"},"wordCount":720,"commentCount":0,"publisher":{"@id":"https:\/\/www.footballthink.com\/#organization"},"keywords":["customer experience","customer service","Marketing","report"],"articleSection":["Open Innovation"],"inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/www.footballthink.com\/revealed-facebook-and-web-lead-the-way-for-uk-customer-experience\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/www.footballthink.com\/revealed-facebook-and-web-lead-the-way-for-uk-customer-experience\/","url":"https:\/\/www.footballthink.com\/revealed-facebook-and-web-lead-the-way-for-uk-customer-experience\/","name":"Revealed: Facebook And Web Lead The Way For UK Customer Experience - OpenBusinessCouncil Directory","isPartOf":{"@id":"https:\/\/www.footballthink.com\/#website"},"datePublished":"2019-03-25T13:11:29+00:00","dateModified":"2019-03-25T13:11:29+00:00","description":"UK brands are undermining consumer trust and risking revenues by failing to deliver consistent, multichannel customer service","breadcrumb":{"@id":"https:\/\/www.footballthink.com\/revealed-facebook-and-web-lead-the-way-for-uk-customer-experience\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.footballthink.com\/revealed-facebook-and-web-lead-the-way-for-uk-customer-experience\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.footballthink.com\/revealed-facebook-and-web-lead-the-way-for-uk-customer-experience\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.footballthink.com\/"},{"@type":"ListItem","position":2,"name":"Revealed: Facebook And Web Lead The Way For UK Customer Experience"}]},{"@type":"WebSite","@id":"https:\/\/www.footballthink.com\/#website","url":"https:\/\/www.footballthink.com\/","name":"OpenBusinessCouncil Directory","description":"Openbusinesscouncil","publisher":{"@id":"https:\/\/www.footballthink.com\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.footballthink.com\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":["Organization","Place"],"@id":"https:\/\/www.footballthink.com\/#organization","name":"openbusinesscounsil","url":"https:\/\/www.footballthink.com\/","sameAs":[],"logo":{"@id":"https:\/\/www.footballthink.com\/revealed-facebook-and-web-lead-the-way-for-uk-customer-experience\/#local-main-organization-logo"},"image":{"@id":"https:\/\/www.footballthink.com\/revealed-facebook-and-web-lead-the-way-for-uk-customer-experience\/#local-main-organization-logo"},"openingHoursSpecification":[{"@type":"OpeningHoursSpecification","dayOfWeek":["Monday","Tuesday","Wednesday","Thursday","Friday","Saturday","Sunday"],"opens":"09:00","closes":"17:00"}]},{"@type":"Person","@id":"https:\/\/www.footballthink.com\/#\/schema\/person\/b9610afd0759dc701187a7f622375c23","name":"Hernaldo Turrillo","description":"Hernaldo Turrillo is a writer and author specialised in innovation, AI, DLT, SMEs, trading, investing and new trends in technology and business. He has been working for ztudium group since 2017. He is the editor of openbusinesscouncil.org, tradersdna.com, hedgethink.com, and writes regularly for intelligenthq.com, socialmediacouncil.eu. Hernaldo was born in Spain and finally settled in London, United Kingdom, after a few years of personal growth. Hernaldo finished his Journalism bachelor degree in the University of Seville, Spain, and began working as reporter in the newspaper, Europa Sur, writing about Politics and Society. He also worked as community manager and marketing advisor in Los Barrios, Spain. Innovation, technology, politics and economy are his main interests, with special focus on new trends and ethical projects. He enjoys finding himself getting lost in words, explaining what he understands from the world and helping others. Besides a journalist, he is also a thinker and proactive in digital transformation strategies. Knowledge and ideas have no limits.","url":"https:\/\/www.footballthink.com\/author\/hturrillo\/"},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.footballthink.com\/revealed-facebook-and-web-lead-the-way-for-uk-customer-experience\/#local-main-organization-logo","url":"https:\/\/www.footballthink.com\/wp-content\/uploads\/2017\/04\/logo_big.png","contentUrl":"https:\/\/www.footballthink.com\/wp-content\/uploads\/2017\/04\/logo_big.png","width":1161,"height":250,"caption":"openbusinesscounsil"}]}},"_links":{"self":[{"href":"https:\/\/www.footballthink.com\/wp-json\/wp\/v2\/posts\/6992"}],"collection":[{"href":"https:\/\/www.footballthink.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.footballthink.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.footballthink.com\/wp-json\/wp\/v2\/users\/7"}],"replies":[{"embeddable":true,"href":"https:\/\/www.footballthink.com\/wp-json\/wp\/v2\/comments?post=6992"}],"version-history":[{"count":0,"href":"https:\/\/www.footballthink.com\/wp-json\/wp\/v2\/posts\/6992\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.footballthink.com\/wp-json\/wp\/v2\/media\/6994"}],"wp:attachment":[{"href":"https:\/\/www.footballthink.com\/wp-json\/wp\/v2\/media?parent=6992"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.footballthink.com\/wp-json\/wp\/v2\/categories?post=6992"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.footballthink.com\/wp-json\/wp\/v2\/tags?post=6992"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}