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

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.
Build the Foundation for Great Customer Experiences - NetSuite
Understand how consistent, timely, relevant and personalized experiences are enabled by having the right technology foundation in place.
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.