DIRECT BRIEFS: UK businesses fail to meet customer expectations
Friday, 04 January 2002
The Henley Centre has unveiled research, carried out on behalf of
Royal Mail, showing that UK businesses are failing to meet customer
expectations despite a £19bn investment in customer relationship
management strategies. The survey of 1000 consumers found that while 93%
cite ease of contact as an important factor in how they rate companies,
only two-thirds say that is being delivered.
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