What does the consumer expect?
Posted: Sat Jan 18, 2025 6:18 am
Good communication with customers is important for every entrepreneur. In collaboration with KPN, research agency Ipsos has investigated the accessibility of SMEs. The 'Good accessibility scan' was conducted among 28,000 SMEs with 1 to 50 employees. The research not only looked at accessibility via various contact channels, but also at specific sector differences.
An important question is whether the accessibility of SMEs meets the expectations of the consumer. With the many possible contact channels nowadays, it seems difficult to set up all those channels in such a way bolivia mobile phone number list that the expectations of the customer are met. What are those expectations? When are you doing well as an SME? The Ipsos Accessibility Barometer shows that the consumer expects the following:
Questions via social media (Twitter and Facebook) will be answered within 24 hours
Contact details should be easy to find on the website (prominently on the homepage or with a clear link to it)
Emails will be answered within 24 hours
Callers want to speak to a person on the phone within 15 seconds
Is it feasible to pursue these expectations across the sector? Not only do there differ per sector, but also per size of a company and especially per nature of the work. In the Goed Bereikbaar scan, we distinguish four sectors: business services, healthcare, manufacturers and suppliers and the public sector.
An important question is whether the accessibility of SMEs meets the expectations of the consumer. With the many possible contact channels nowadays, it seems difficult to set up all those channels in such a way bolivia mobile phone number list that the expectations of the customer are met. What are those expectations? When are you doing well as an SME? The Ipsos Accessibility Barometer shows that the consumer expects the following:
Questions via social media (Twitter and Facebook) will be answered within 24 hours
Contact details should be easy to find on the website (prominently on the homepage or with a clear link to it)
Emails will be answered within 24 hours
Callers want to speak to a person on the phone within 15 seconds
Is it feasible to pursue these expectations across the sector? Not only do there differ per sector, but also per size of a company and especially per nature of the work. In the Goed Bereikbaar scan, we distinguish four sectors: business services, healthcare, manufacturers and suppliers and the public sector.