Online Retailers Lose £20bn in UK through Poor Customer Service, Sirportly finds

65% of people have received poor customer service online, according to a YouGov survey of over 2000 UK consumers, with 64% stating that they would not return to a business that gave poor customer service. With online shopping in the UK topping £50bn in 2012, this means over £20bn could be lost as a result of customer dissatisfaction.

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These numbers are staggering. Even if this is only half true, it is still a huge amount of money being lost by online businesses.

London (PRWEB UK) 12 April 2013

65% of people have received poor customer service online, according to a YouGov survey of over 2000 UK consumers, with 64% stating that they would not return to a business that gave poor customer service. With online shopping in the UK topping £50bn in 2012, this means over £20bn could be lost as a result of customer dissatisfaction.

The survey, commissioned by Sirportly, an online customer helpdesk, revealed that consumers are being let down online by slow, unsatisfactory or rude responses to enquiries made on the web. Consumers said that even if they liked a product or a service, they would not return to a business they felt had let them down.

Adam Cooke, creator of Sirportly, said: “These numbers are staggering. Even if this is only half true, it is still a huge amount of money being lost by online businesses. The growth of online retail in the UK has brought with it opportunities and problems. Retailers need to treat online customers as well as they would do offline customers.”

Cooke continues: “The challenge is that often online prices reduce margins and yet customer service can be time consuming and expensive to provide. Businesses that are able to adapt and offer outstanding service online, with great products and great prices are more likely to win and retain business.”

Professor Joshua Bamfield, Director of Centre for Retail Research, added: “Although the typical online retailer commits most attention to the look and usability of the company's website, what the consumer is left with once the transaction is completed is the quality and attentiveness of customer service. Retailers need to invest as much time and money in involving customers and dealing promptly with any issues as they do in attracting them in the first place. If they fail in customer service many of those customers will never come back.”

About Sirportly
Sirportly is a customer helpdesk that helps SMEs in multiple sectors manage and control their emails and social media presence. It allows businesses to connect with customers wherever they are, with support for Twitter, Facebook and email and full automation and workflow management at the touch of a button.

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Infographic: What makes an online customer unhappy? Infographic: What makes an online customer unhappy?

Online customer service infographic