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Rant or Rave
194 weeks ago, by James
Failing complaint opportunities
Research from SDL, a research company looking into online purchasing, has found that 82% of purchasers want to resolve problems with online purchases but if that fails only 1 in 5 will consider coming back.

Top failure reasons given were 35% poor response times, 31% employees who were not empowered to help, 30% employees who were poorly trained and 29 inaccurate or conflicting information.

Are these some of the most important stats in marketing?
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James Coakes

Profile James Coakes
Member Since:
27th May 2013
I live in Milford-On-Sea in Hampshire. When I'm not working I like to spend time with my family, walk my dog and read. I'm the founder of Lens Digital and I believe in simple, elegant websites that are fun and engaging to use.
Managing Director of Lens Digital Limited. This new start up is about excellent content for niche websites and increasing the amplification of our members through intelligent use of social media. I have extensive business experience stretching over the last 20 plus years, much of it in online enterprises.
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