Corporate Solutions recently conducted a survey to assess the level of consumer service offered over the internet. Three industry sectors were surveyed, namely: Car Dealerships, Shoe Manufacturers and Electrical Component suppliers. Assessments were made with respect to speed of response, usefulness and personalisation. Responses were deemed adequate if received within one working day, provided useful content and were personal.

The survey emailed companies a simple and a complex question.  Adequate responses were received from 19% in response to the simple question and 6% to the complex question.

Poor customer service, as identified in this survey, inevitably leads to reduced customer satisfaction and in turn will likely result in: