Poor Service Continues to Frustrate European Consumers, Reveals Second ATG Study
http://www.atg.com/ European consumers are more frustrated by online customer service than they were a year ago, according to the results of the latest online shopping study conducted by ATG (Art Technology Group, Inc., NASDAQ: ARTG), the premier provider of cross-channel commerce solutions. The benchmark survey of 5,000 European consumers reveals that 43 per cent rate online service as just satisfactory or worse, a rise compared to last year’s figure of 25 per cent. The results also indicate that over half (51 per cent) of consumers find the most frustrating aspect of shopping online is the difficulty they have reaching retailers by phone or online chat to answer questions. The second most cited frustration was trouble completing orders at the checkout (23 per cent). When asked which sectors offered the best levels of online service, the results echoed those of last year with most (27 per cent) giving the highest ratings to the entertainment sector. Drilling down, the study ...