When it comes to web sites, there's a "satisfaction gap"
As U.S. consumers do more online, companies vary widely in their ability to meet their growing expectations. "The opportunity for companies in many sectors to improve online satisfaction remains vast," said Thierry Chassaing, a BCG Senior Partner and co-author of the report, Delivering Digital Satisfaction: U.S. Consumers Raise the Ante. "And the gaps are set to widen as mobile adoption expands and almost 80 million Millennial consumers mature."
According to the findings, banks top the satisfaction scale—by a considerable margin, says Chassaing. Banks have not only built strong online and mobile capabilities, they have also put those capabilities to work on the tasks for which customers most value ease and speed—gaining ready access to information, getting help quickly, and transacting business with ease.
Banks and retailers provide three to four times the satisfaction of the worst, healthcare, utilities, insurance and government services, according to the research.
© Arc, All Rights Reserved. Request academic re-use from www.copyright.com. All other uses, submit a request to TMSalesOperations@arc-network.com. For more information visit Asset & Logo Licensing.