UK Survey Proves Need for B2C Businesses to be More Responsive to their CustomersApril 18, 2012 No Comments
More than a Third of Consumers Abandon a Supplier Due to Poor Customer Service
LONDON, APRIL 18, 2012—Kofax plc (LSE: KFX), a leading provider of capture enabled business process management (BPM) solutions, today announced online research findings demonstrating that 35 percent of UK adults stopped using a business within the last year due to poor levels of customer service. The study furthermore indicates the growing need for organizations to focus on initiatives that improve customer responsiveness and technologies that deliver optimal customer experiences.
The survey, undertaken for Kofax by leading UK market research company YouGov, questioned over 2,000 consumers on how they interact with businesses such as banks, insurers and retailers. In addition to discovering that customer loyalty could be becoming increasingly fickle, the results show that consumers have strong preferences about the means of communication. More than a third (37 percent) of 25-34 year olds would prefer to communicate with a supplier via electronic means using smartphones than through more traditional telephone or face-to-face interactions.
“Businesses exist in a rapidly changing, ‘anything, anytime, anywhere’ world, where the voice of the customer is increasingly influential,” said Martyn Christian, Chief Marketing Officer at Kofax. “The evidence shows that customers have no qualms about taking their business elsewhere if a company doesn’t meet their quality of service expectations, or offer access across an increasingly wide range of communication channels. Kofax customers recognize that they must improve customer responsiveness, and this demands a new approach to business process management. Transactions now exist in many forms that enter the business through many channels, but which all require the same high quality, integrated processing. Business processes should start at the point where interactions occur—at the point of origination—and operate seamlessly across the business.”
This capture enabled BPM approach ensures that any data, regardless of its format, is automatically captured, classified, separated, extracted, validated and then communicated and delivered by the receiving organization to the right people, processes or devices, at the right time and in the right format. Capture enabled BPM drastically shortens processing time while improving accuracy and minimizing the potential for error or data loss. This in turn improves business productivity, efficiency, competitive advantage and customer service.
Notes to editors
All figures, unless otherwise stated, are from a survey conducted by YouGov Plc. Total sample size was 2,069 adults. The survey was conducted on line from March 27– 29, 2012. The figures have been weighted and are representative of all UK adults (persons aged 18+).
Kofax plc (LSE: KFX) is a leading provider of capture enabled business process management (BPM) solutions. For 25 years, Kofax has provided award winning solutions that manage the capture and streamline the flow of business critical information throughout an organization in a more accurate, timely and cost effective manner. These solutions provide a rapid return on investment to thousands of customers in banking, insurance, government, business process outsourcing and other markets. Kofax delivers these solutions through its own sales and service organizations, and a global network of more than 800 authorized partners in more than 70 countries throughout the Americas, EMEA and Asia Pacific. For more information, visit www.kofax.com.