We use cookies to provide you with a better experience. If you continue to use this site, we'll assume you're happy with this. Alternatively, click here to find out how to manage these cookies

hide cookie message
80,259 News Articles

UK firms failing on customer service via email

78% of consumers let down by shoddy replies

British businesses are failing to provide adequate customer service via email, according to web hosting firm Fasthosts.

Fasthost’s survey of 1,300 UK customers found that 78 percent of British consumers have felt let down by a slow response to a customer service email enquiry, while 89 percent of this group defected to a competitor brand as a result.

Fasthosts’ research also suggests Britons are an impatient bunch. According to the findings, the average consumer sends three emails before receiving a satisfactory response, but most of us are only willing to wait 24 hours for a reply. One in five gives up after only 12 hours.

Furthermore, women are more patient than men, with 12 percent prepared to wait up to a week, compared with only 7 percent of men. Interestingly, men are statistically more likely to receive a quicker response (21 percent regularly receiving a reply within six to 12 hours).

Mark Jeffries, CTO of Fasthosts said: "British businesses really need to sit up and pay attention to their response rate for customer emails, or risk losing their customer base to competitor brands. The public suffers real stress from slow or sub-standard email replies so it is no surprise they feel so strongly about the issue."


IDG UK Sites

Best Christmas 2014 UK tech deals, Boxing Day 2014 UK tech deals & January sales 2015 UK tech...

IDG UK Sites

Apple's 2014 highlights: the most significant Apple news of 2014

IDG UK Sites

2015 creative trends: 20 leading designers & artists reveal the biggest influences & changes coming)......

IDG UK Sites

Ultimate iOS 8 Tips: 35 awesome and advanced tips for using iOS 8 on iPhone and iPad