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99 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
Personal:
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.
Professional:
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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