"76% of London businesses believe their social media drives conversion, but only 34% of Londoners feel it meets expectations. This disconnect indicates a significant perception gap."
"Speed of response is crucial; 73% of Londoners are likely to choose a business that responds faster, emphasizing the importance of timely customer service."
A report by Moneypenny reveals a significant gap between how London businesses perceive their service quality and how customers view it. Businesses rated their service higher across all communication channels, while customers reported dissatisfaction. Many customers do not complain but instead take their business elsewhere, creating hidden revenue risks. The survey indicates that popular channels for driving sales, such as social media and web forms, often fail to meet customer expectations, highlighting a disconnect in perceived effectiveness.
Read at London Business News | Londonlovesbusiness.com
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