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Mobile devices boost CSI response rates

Mobile compatible websites and the increase use of smart phones and tablets are tripling response rates to customer satisfaction surveys, according to dealer review company JudgeService.

Data collated from the last 12 months by dealers who are registered with JudgeService, shows CSI response rates are three times what they were three years ago.

With many more reviews now completed online or via email, JudgeService believes the ability to respond instantaneously with a mobile smart phone has brought about the shift.

JudgeService believe the practicality and immediacy of the devices is making recipients more willing to fill in an online-based service review.

Rachel Sargent, account director at JudgeService Research, said: “Sharing thoughts and opinions on customer service has become second nature, particularly to those with smartphones and tablets where it is quick and convenient to access the internet.

“Feedback, particularly online comments, from customers regarding service is critical for dealers and manufacturers, as these reviews shape other potential customers’ opinions and will impact on whether they choose to buy.”

According to the 2012 Eptica Social Customer Service Study which surveyed 1,000 UK online customers, 26% of Britons use social media and online outlets to complain about customer service.



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