Wednesday 18 April, 2012

More than a Third of Consumers Abandon a Supplier Due to Poor Customer Service

Kofax plc, has 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 organisations 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 recognise 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 organisation 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.

Kofax makes this announcement from Kofax Customer Connect, a capture enabled BPM conference hosted in London. Kofax Customer Connect provides a unique forum designed to help attendees gain practical insight into capture enabled BPM solutions. The event features educational workshops, customer case studies, product sessions and industry insights presented by recognised thought leaders, as well as opportunities to network with peers and partners.