LONDON, 31 January 2023 – Yext, Inc. (NYSE: YEXT), the Answers Company, today announced the results of a new, original survey that reveals the extent to which consumers are struggling to find accurate information from brands online.
The research surveyed 3000 consumers across Europe, including 1,000+ consumers in the UK, and found that on average, respondents say it takes nearly 9 hours for a typical customer service issue to be resolved. This is much higher than the expected time it would take to resolve an issue, which respondents put at 14.5 minutes.
With over four in five (83%) of Brits making an online purchase at least once a month, it's crucial that company websites provide consumers with accurate support and answers to their questions. In fact, 82% of respondents reported that they would be likely to shop elsewhere if they experienced poor customer service.
However, it's clear that many customer websites aren't up to scratch with over half (54%) of respondents reporting that they have become frustrated searching on a company's help site in the past month. When it comes to resolving their customer service issue, 60% are unlikely to trust an answer from a third-party blog or website.
The findings reveal that: