Communications providers in
The study shows that 20% of the companies in the two markets simply ignored customer emails, while 45% failed to respond within 24 hours. Of those who do respond, 45% of the responses are "poor" or "below average" in quality.
While 55% scored "above average" or "exceptional" in web self-service, 45% received "poor" or "below average" marks, showing a dichotomy among the best and worst performers.