Fasthosts Reveals 1 In 3 Firms Still Prioritise Replies To Postal Letters Over Emails
on: June 08, 2010, 04:55 am
Industry: Internet & Online
The latest research survey from Fasthosts Internet Ltd, a
leading web hosting provider, has revealed that 1 in 3 British firms
may be losing income by failing to treat emails from customers as
seriously as they do postal letters.
The Fasthosts study of 1495 firms* found that a
worrying number still prioritise letters received over emails, and may also be
alienating customers, with 1 in 3 mislaying emailed orders at least once a quarter.
A further survey of 1400 UK adults** found that 69% expected an email to be valued
equally to a letter. Whilst 54% of consumers believe they would spend more with
email-efficient firms, however only 29% of businesses recognise this.
The Fasthosts Business Email Attitudes' study found that a significant number of UK
businesses are out of step with consumer expectations for business email communication. Whilst three
quarters of business owners believe email is an important tool for them, 34%
admitted to still prioritising replies to written letters when these were received.
56% do not have a company policy for the time taken to respond to customer emails,
and remarkably, 52% still do not utilise a mobile email solution such as a Smartphone when
Significantly, 58% of firms reported that customer emails have been lost or deleted
in error over the past year. 1 in 3 admitted to losing customer order emails at
least once per quarter, and 1 in 10 firms do so at least once per month. 20% of
firms have received complaints as a direct result of failing to respond to customer
emails, over the past year, however, only 1 in 4 companies has a process in place
for ensuring customer emails are fully resolved, and 48% have the facility to
archive emails following the completion of a customer's order.
The top email bug-bears reported are never receiving a reply (77%), prolonged delays
to replies (63%) and automated replies that do not answer questions (61%).
Furthermore, 45% of shoppers now expect all firms, irrespective of size, to be
capable of emailing out electronic versions of documents such as brochures,
quotations or order forms - a facility that 61% of firms surveyed do not presently
During the past year, 27% of firms surveyed have regularly deleted genuine customer
emails as a result of mistaking them for SPAM. Healthy rewards are available for UK
companies willing to optimise their use of email. 54% of consumers believe that
they would be likely to spend more with a business if it showed it was timely and
professional at responding to their emails.
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Notes to editors:
* 1495 UK small companies with a website surveyed in April 2010 via electronic
** 1428 UK adults surveyed by OpinionMatters in March 2010 via electronic feedback form
Fasthosts is a leading web hosting provider.
Based in the UK and operating 24x7 from their dedicated UK data centres, Fasthosts
keeps over 1 million domains running smoothly and ensures over 42 million emails are
delivered safely each day. All Fasthosts services can be self-managed through the
award winning Fasthosts web-based control panel that provides customers with
unparalleled online control, enabling them to manage hosted services including
domain registrations, shared web hosting, business-class email, virtual private
servers, dedicated servers,
software-as-a-service, internet merchant accounts and unlimited broadband.
Fasthosts' maintains an award-winning, highly successful reseller channel.
For further information please contact:
154 Southgate Street
+44 (0)1452 561 857