UK businesses are failing to satisfactorily answer over a third (36%) of all routine queries asked on the web, email, Twitter and Facebook, with performance dropping by 5% since 2019 according to our latest study.

The 2020 Digital Customer Experience Study evaluated 50 leading businesses in the fashion, food and drink, insurance, travel and banking on their performance at answering basic customer queries on the web, email, social media and chat, and benchmarked it against research carried out annually since 2011.