News Article - 11 July 2007
Category:

Firms which communicate with consumers via email could be losing out on custom as a result of poor management of the contact method, it has been claimed.

According to research by internet hosting company Fasthosts, 80 per cent of customers are unhappy with the speed of email response they receive from a company, while 90 per cent would consider moving to a competitor on the back of poor email management.

The problem was shown to be compounded by the result that more than 60 per cent of businesses had not received any training on email related issues, while 55 per cent of firms admitted to not giving any training on basic use of the contact system.

Fasthosts chief technology officer Mark Jeffries said that consumer emails could be neglected during busy periods in favour of answering phone calls or dealing with face-to-face queries.

"The first step for any type or size of business is to have a policy in place for email response time and conduct audits regularly to measure their performance," he stated.

Website emailreplies.com states that consumers send emails with the purpose of receiving a speedy response.

Article keywords:

---

More industry news

• Think tank warns UK may have already slipped back into recession
• Growing demand for HR staff in technology and international sectors
• Boosting business growth a ‘priority’ to avoid Eurozone slowdown
• HMRC launches alternative disputes pilot scheme this week
• December employment statistics disregard gloomy recruitment predictions
• Eurozone manufacturing PMI shows modest improvement
• UK scores highly for economic governance by ratings agency
• Government launches two-year project focusing on manufacturing sector
• Burden of regulation on UK businesses ‘too high’

Back to news home page »