2019 UK Digital Customer Experience Study


2019 UK Digital Customer Experience Study

UK brands are undermining consumer trust and risking revenues by failing to deliver consistent, multichannel customer service, according to our latest Digital CX Study.

While brands answered 69% of all routine queries via the web, email, Facebook and Twitter, this masked wide gaps between different brands, sectors and channels. For example, a bank took 8 days to respond to an email. One fashion retailer answered a tweet about ethical sourcing policies in 17 minutes, yet another took 50 hours.

We invite you to download the full report for more key findings, consumer survey results, recommendations and infographics.

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