Banks Provide Poor Online Customer Experience
UK -- A new study of 52 leading European banks and building societies has revealed poor levels of online customer service.
The study, commissioned by IBM and KANA Software, Inc. revealed
poor online customer service at many top British banks and
building societies.
Researchers conducted a mystery shopping study of 52 major
financial services companies across the UK and asked a typical
customer query through the available online channels.
Queries such as “What savings accounts do you offer? What are
the interest rates?” or “How do you ensure that the internet
banking you provide is secure?” were used.
53% of UK financial institutions failed to correctly answer a
simple enquiry through any online channel, either providing an
incorrect answer or no answer at all.
More than 35% of those surveyed did not provide a contact
email address on their website and almost 18% did not respond to
an email enquiry at all.
