BCG: Banks and online stores offer the best online service

05 July 2013 Consultancy.uk

Consumers are most satisfied with the services provided by online banks and online retailers. That concludes Boston Consulting Group (BCG) in a study of more than 3,000 U.S. consumers who make extensive use of the internet.

Banks

Banks top the list in the research with relatively high satisfaction ratings. "The consumers were especially pleased by the user methods offered to carry out transactions," says Thierry Chassaing, Senior Partner at the strategy consulting firm in the United States. "Moreover it is appreciated that one can immediately gain access to their personal financial information".

Webshops

Online merchants are in second place, followed by media and electronic retailers. "Consumers appear to be mainly positive about the ability to compare, find better prices and execute rapid trades through products and options", said the consultants in the report 'Delivering Digital Satisfaction'.

BCG - Online service

On the other side of the spectrum are the telecom and real estate companies.

"These sectors are failing to meet the basic expectations" notes BCG. "These companies often show a lack of services that should make simple tasks possible, such as providing information or performing online transactions."

Problem?

The strategic advisors note that companies in many industries still have to make an improvement in satisfy the customer. Overall, only 30% of respondents say they are very satisfied about the online and mobile interactions. Due to the increasing popularity of mobile platforms, the problem is likely to grow.

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