HSBC best at email response to credit card queries
(13 September 2006 – Australia) HSBC is the best financial institution in Australia and New Zealand at providing customers with information on credit cards via email, according to website customer experience firm Global Reviews.
Global Reviews director Dr Adir Shiffman said companies ignoring email enquiries from potential customers risked losing out on big chunks of potential business.
"Email is an essential ingredient in business and yet few companies are servicing customers through this primary form of communication," he said.
He said companies spent millions of dollars trying to capture customers via their websites but failed to respond to email enquiries about products and services.
HSBC Australia received 64.6 percent for its email response to credit card enquiries, ahead of Virgin Money with 64.3 percent and Westpac with 61.1 percent. CBA scored 53.3 percent and NAB just 49.6 percent.
The scores were ascertained by Global Reviews sending several thousand emails to 60 companies over a six week period. One in five emails did not receive a response at all within seven days.
"These are major Australian and New Zealand companies yet some email replies were sent from Hotmail addresses, some had the wrong information, others simply sent the customer back to their website where they had just been," Dr Shiffman said.
"Email is an essential ingredient in business and yet few companies are servicing customers through this primary form of communication," he said.
He said companies spent millions of dollars trying to capture customers via their websites but failed to respond to email enquiries about products and services.
HSBC Australia received 64.6 percent for its email response to credit card enquiries, ahead of Virgin Money with 64.3 percent and Westpac with 61.1 percent. CBA scored 53.3 percent and NAB just 49.6 percent.
The scores were ascertained by Global Reviews sending several thousand emails to 60 companies over a six week period. One in five emails did not receive a response at all within seven days.
"These are major Australian and New Zealand companies yet some email replies were sent from Hotmail addresses, some had the wrong information, others simply sent the customer back to their website where they had just been," Dr Shiffman said.
Subscribe