The third sector far from first place when it comes to contactability
Yonder Digital Group surveyed 2,000 UK consumers across a range of sectors, asking whether organisations were easy to get in touch with and resolved their queries rapidly and effectively.
Charities scored surprisingly low, clocking up the third worst score in the ‘poor’ category for contact management with 23% of UK consumers rating the third sector’s contactability standard as poor and 34% as basic.
SECTOR Ease of Contact standard
Excellent Good Basic Poor
Online-only retailers 25% 33% 28% 14%
Banks 24% 34% 28% 14%
Hotels 23% 37% 31% 9%
Electrical appliance brands 20% 37% 30% 13%
Supermarkets/Department Stores 19% 34% 33% 14%
White goods brands 19% 34% 32% 15%
Mobile phone companies 17% 33% 33% 17%
Charities 17% 26% 34% 23%
Utility companies 17% 33% 32% 18%
Internet providers 16% 31% 34% 19%
Insurance companies 16% 32% 37% 15%
DIY stores 13% 29% 42% 16%
Fashion shops 12% 29% 41% 18%
Car brands 11% 24% 46% 19%
Delivery firms 10% 27% 39% 24%
Airlines 10% 26% 41% 23%
Given recent regulatory fines, parliamentary criticism and media scandals, charities need to urgently focus on their public image and improving their contactability standards can be an effective first step in this direction. Providing donors with easy access to contact details, and a range of options for getting in touch is an important indicator of transparency.
To improve their contactability standard charities should specifically focus on some specific areas such as: the full integration of customer data systems, transparency and auditability and the introduction of technology as well as merging all channels into a seamless experience. Providing multi-channel support allows the organisation to be more responsive and efficient in answering queries, which is crucial if you want to improve donor service and therefore satisfaction.
Graham Ede, CEO of Yonder Digital Group, comments, “Customer service is a top requirement for customers satisfaction and can convert critics into fans through effective query resolution. In light of the recent issues facing the third sector, observers might have expected higher than average standards of contactability. To meet these expectations charities should focus on improving their customer service through seamless enquiry handling across all channels and implementing an omni-channel CX to offer support 24/7. The third sector can start the rebuilding of their public image through donor satisfaction and offering a great service is the only way of achieving it”.
For further advice on how to implement excellent contactability, please find the full report here: https://yonderdigitalgroup.com/charities-contactability/
About Yonder Digital Group
Yonder Digital Group www.yonderdigitalgroup.com leverages over 20 years operational experience in outsourced contact centre delivery and technological innovation. We service clients across a range of industries with our 24/7 omni-channel approach rooted in expert analysis of customer behaviour and optimising returns from every brand touch-point.
Yonder boasts 700+ advisor seats across two UK centres-of-excellence in Bristol and Ipswich powered by cutting edge technology, data analytics, tools and insight, helps its clients to create seamless brand interactions, meaningful and memorable contacts across multiple channels and to drive a measurable ROI alongside uplifts in revenues and customer satisfaction.
Yonder Digital Group
Melford Court, The Havens,
Ransomes Europark, Ipswich, IP3 9SJ
0203 319 3747
This release was published on openPR.
Permanent link to this press release:
Please set a link in the press area of your homepage to this press release on openPR. openPR disclaims liability for any content contained in this release.
You can edit or delete your press release The third sector far from first place when it comes to contactability here
News-ID: 1249518 • Views: 208
More Releases from Yonder Digital Group
Happy as the day is long: meeting customer expectations whatever the hour
By Graham Ede, CEO at Yonder Digital Group Repeat buyers spend 33% more than new ones. Now consider that it costs five times as much to attract a new customer as to keep an existing one and it is clear to see why retailers invest so much time and money in producing comprehensive customer retention strategies. Loyalty schemes that reward consumers with points or offers to redeem in store
Very social, but not just social media
Which channels are customers’ favourites when it comes to sharing good experiences? By: Graham Ede, Yonder Digital Group “Twice as many people tell others about bad experiences as opposed to the good ones” do you believe in this old adage? If so, you would not be alone, however, latest research commissioned by Yonder Digital Group reveals this common perception is in fact not true. A key game-changer has been the rise of
Technology or live interaction?
Graham Ede, CEO, Yonder Digital Group Nowadays customer experience management is increasingly turning to technology to stay ahead of the curve. Automation tools offer great advantages to businesses, managing everything from accounting, to production right through to management of customer experience where they can take the form of a chatbot or artificial intelligence query systems or an automatic prompt for example. Automation is a fundamental element to managing the customer experience,
Yonder Digital Group to provide customer contact services to Armistice charity R …
Yonder Digital Group chosen to provide innovative multi-channel customer service to support the 2018 Armistice ‘There But Not There’ campaign, the defining centenary commemoration of the end of the 1914-1918 war 14 May 2018 – Armistice charity Remembered has appointed Yonder Digital Group to be their customer contact support partner by providing a multi-channel customer service team offering voice, email, IVR and live chat support. Remembered is a dynamic new charity
More Releases for Charities
Oakmere Wealth Management Advisors - Charities
Charities attract a number of tax reliefs. We recognize that every charity is different, and look after charitable funds for a wide range of organizations. Therefore, we aim to provide an investment strategy to meet individual charity's requirements. This is based on a full understanding of their income, total return and risk parameters after a consultation. We provide a bespoke portfolio designed to meet those needs and objectives. We can then adapt
EAC Network Receives $50,000 from Newsday Charities
Newsday Charities, a McCormick Foundation Fund presented EAC Network's Long Island Parenting Institute (LIPI) with a $50,000 grant. Paul Fleishman, Vice President of Public Affairs, and Dale Cole, Community Affairs Project Manager, both of Newsday, toured the LIPI facility in Central Islip on January 10th to learn more about the intricacies of parenting education. Children who are abused or neglected are at a greater risk for low self-esteem, increased aggression, and
Children’s Charities Benefits Children with Special Needs
ATLANTA (Sept. 6, 2016) – Children’s Charities was founded by Amanda White and Lauren Holmes, two businesswomen who sought to make a difference in their North Fulton & South Forsyth communities. Inspired by a health scare when White’s daughter almost died trying to get to a children’s hospital, they realized the need for more quality children care in their area. While the child fully recovered, their shared desire to make
Charities in Denver have an unlikely competitor, Google Maps.
Charities work hard with local communities to provide support communities would not be able to get without their help, but who is their main competition online? The search engine saint, Google. They might have been a way for any local organization to promote themselves and get relevant and organic search results. Google has dominated this arena for a long time, but in 2016 that reputation for search might be changing. Let's
Waste King recycles for charities
The specialist collections, clearance and recycling company, Waste King, has teamed up with the British Heart Foundation (BHF) and the Salvation Army in order to help other people’s waste materials benefit those in need. A few months ago, Waste King installed a recycling point for clothes and shoes at its premises in the Frogmore Industrial Estate in Hemel Hempstead – along with a BHF ‘book bank’, for used books. According to the
Why should charities pay?
Why should charities pay? That’s exactly what Tallia Ltd’s Directors have asked themselves. As a result of this question asked amongst Tallia’s Directors at a recent board meeting, they have decided to give UK based charities a chance to apply for free use of their flagship on-demand accounting and CRM product Tallia, as another way of supporting charities in the UK. Tallia’s Directors have worked with many charities of all sizes