This is despite other markets faring much worse, such as telecommunications, which saw almost 1 in 10 consumers dissatisfied with the service provided. On top of this, only 2 per cent can recall a particularly bad customer experience from an online retailer over the past 12 months.
Aspect s Consumer satisfaction benchmarking report 2013 reveals that although online retailers are leading the pack in terms of service provided to consumers, only 7 per cent can recall a particularly good experience from an online retailer over the past 12 months. Further, 36 per cent of official complaints to online retailers go unresolved in the eyes of the customer, with only 9 per cent of complaints considered resolved during the first interaction with the business in question.