'Drop' in customer satisfaction with online shopping

Customers are not as happy with online services as was previously registered, it is noted, highlighting the importance of small business management software in the workplace.

In a poll carried out between IMRG and eDigitalResearch, it was discovered that shoppers are not as impressed with online customer service they were receiving six months ago, emphasising the need for software such as customer relationship management (CRM).

Satisfaction levels fell from 79.6 per cent in November 2008 to 78.3 per cent in the most recent poll during April of this year.

James Roper, the chief executive of IMRG, said that despite the figures, "online will continue to grow in popularity".

Mr Roper continued: "Most importantly, there still remains a huge opportunity for market leaders to engage with social networking, as there is hardly any consumer recognition of brands on these sites"

He added that CRM has helped the sector improve over the last year or two, though falling satisfaction levels still imply that consumer demands are higher in the modern internet market.

IMRG has over 18 years of experience in the e-marketing and retail sectors and is a membership community for associated businesses.

Small Business Management Software from Atlantic Global OnDemand.

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