Study: Multichannel Companies Score Big with Consumers

Chicago–Companies with more than one channel of operation provide customers with the highest level of satisfaction, according to a recent survey by Andersen. The study, which polled 1,149 U.S. Internet users, found that 58% are satisfied with customer service online, up 10% from a year ago.

Nearly 60% of online users prefer to use e-mail to communicate with customer service representatives, while 40% prefer to make a phone call, according to the study. And 70% of users say that quick resolution of problems is the most important customer service concern, followed by the ability to receive a full refund. Only 10% were concerned about providing Websites access to personal information such as address, age, gender, and clothing size.

Partner Content

The Gift of Wow: Preparing your store for the holiday season - Netsuite
Being prepared for the holiday rush used to mean stocking shelves and making sure your associates were ready for the long hours. But the digital revolution has changed everything, most importantly, customer expectations. Retailers with a physical store presence should be asking themselves—what am I doing to wow the customer?
3 Critical Components to Achieving the Perfect Order - NetSuite
Explore the 3 critical components to delivering the perfect order.
Streamlining Unified Commerce Complexity - NetSuite
Explore how consolidating multiple systems through a cloud-based commerce platform provides a seamless experience for both you, and your customer.
Strategies for Maximizing Mobile Point-of-Sale Technology - NetSuite
Learn the top five innovative ways to utilize your mobile POS technology to drive customer engagement, increase sales and elevate your brand.