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24 Jun

Hotels Are Best at Customer Service


Hotels are best at online customer service

Hotels and B&Bs come top of the list for online customer service, while – surprisingly perhaps – online marketing businesses are at the bottom.

That’s according to new research conducted by online search platform Intently.co, which analysed data from over 16,000 service providers covering 160 business sectors to find out which professions offer the best online consumer experience.

The best industries for customer service, based on their average response rate, were:

  • Holiday accommodation and services – eg, hotels, B&Bs and self-catering cottages (33%)
  • Cosmetic surgery (32%)
  • Pet services – eg, dog grooming, dog walking, kennels and catteries (28%)
  • Beauty services – eg, beauticians, hair and make up artists (26%)

The worst industries for customer service were:

  • Technology Services – eg, web design and development, SEO services, online marketing and social media (5%)
  • Delivery services – eg, couriers, flower delivery (11%)
  • Home Services – eg, plumbers, builders and electricians (15%)
  • Vehicle maintenance – eg, car servicing and tyre replacement (15%)

All the emails were requests for bookings, appointments or work to be undertaken, so service providers should have been motivated to respond quickly.

“Apart from a few service groups such as hotels and accommodation services, response rates are surprisingly poor,” Intently’s CEO, Neil Harris said.  “When customers choose who to buy from, cost is important, but speed of response and customer service matters even more.”

He added:  “It’s ironic that technology providers have greatly underperformed considering that they cover services such as online marketing, social media consultancy and search engine optimisation – you would expect them to be strong on online communication.

“Supply seems to outstrip demand in this area, and these technology providers regularly make unsolicited approaches to potential customers.  This makes it even more surprising that when a genuine lead arrives in a technology provider’s inbox, they don’t seem to know what to do with it.”

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