Customer goodwill is running out for retail as customers expect service to be ‘back to normal’ despite the continuing disruption caused by the pandemic
Some interesting new research in this week’s newsletter which suggests more than half of the public expects customer service to be ‘back to normal’, despite disruption caused by the pandemic. This is in stark contrast to the three in four who did not expect ‘normal’ service in the early days on lockdown.
The research comes as brands begin the countdown to the busiest shopping period of the year, beginning with Black Friday (November 27th) and Cyber Monday, (November 30th) as well as the peak Christmas 2020 holiday shopping and January 2021 sale season.
The research also revealed specific customer issues and frustrations felt by respondents since March. Poor response times, either over the phone or on digital channels, was the top customer service frustration amongst respondents, with unavailability of stock rated nearly as highly. Delays to delivery was rated a top concern by one in four of respondents, followed by website downtime, and product return issues. Seven in ten are shopping more online now that before the pandemic
Roger Beadle, Limitless co-founder and CEO said “Brands are recognising that they will now need to fulfil heightened customer expectations by delivering bigger and better e-commerce offerings, and better customer service than ever before. The majority of people who have now had an online experience will never fully return to their old ways, especially those who have tried online shopping for the first time. We’re now at the very beginning of a step-change in the proportion of ecommerce use, meaning that brands now have a new set of expectations that need to be met and upheld, presented by a whole new group of e-commerce customers.”
The issues and challenges bought into sharp focus by this research will be examined in detail at our upcoming virtual Customer Engagement Summit in December. Look forward to welcoming you there.