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.