Service inexistent on many websites
A recent study conducted by Shopcontrol has proven that, on many Dutch websites, service is below average. In roughly 40% of the cases, administrators respond badly to e-mail messages and in no less than 25% of the cases, they don’t even respond at all. Automobile companies and energy suppliers display the lowest response rate to e-mails and insurance companies display the highest. Of 500 e-mails sent, only half of them got a response within 24 h. According to Shopcontrol, mystery shopping could be the ideal solution to establish how your company is performing at this moment. For some companies, there is clearly still a lot of (web) work to do.