Did You Know That:

E-customers have higher expectations for both acknowledgement and final response time than companies are currently delivering.

Only 36% of E-customers are completely satisfied with their electronic contacting experience

Only 40% of E-contacts are resolved with one on-line contact and almost half require a telephone call from the customer to achieve resolution.

Poor handling of E-contacts creates at least 30% lower customer loyalty among the 64% of E-contactors who are not satisfied with their experience.

Dissatisfied E-customers are almost four times more likely to discuss their E-experience in an on-line chat room than satisfied E-customers.

E-contact management is still mostly manual and relatively unsophisticated as compared to telephone service systems.

The cost of E-contact handling is slightly higher than the cost of an agent-handled phone contact ($5.63 vs. $5.00).

 Nine out of ten companies do not measure customer satisfaction

  Source ICSA/e-Satisfy.com Benchmarking Study of Electronic Customer Service March 2000