UK consumers are being forced to use the telephone to get good customer service as businesses fail to respond to online inquiries, according to research from e-service provider Transversal.
The research of 100 websites of companies in sectors including banking, telecoms, insurance and travel asked 10 questions online. It found that it took 46 hours to respond to e-mail compared with 33 hours in the same survey a year ago.
In contrast, the survey found that 67% of telephone calls to contact centres were answered within 3 minutes.
"Despite the enormous growth in the online channel, across all sectors, our research shows that consumers are still suffering from substandard online service", said Davin Yap, CEO at Transversal.
"With the massive investment made in the online channel and its ability to offer unparalleled tailoring and personalisation, UK organisations need to start giving the answers online."