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Companies react to bad customer questions online E-mail

AMSTERDAM (Reuters) - Dutch businesses and organizations respond poorly to customer questions online. That showed Wednesday from an examination of the Examination Control Shop.

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In the study suggested one hundred per Mystery Shoppers mail questions to car companies, energy suppliers, municipalities, travel agents and insurers. Shop Control examined both the responsiveness of companies and agencies as well as how customers rated the substantive response.

The mystery shoppers claimed a total of five hundred questions, half of which was answered within a day and more than one quarter or not at all the reaction lasted longer than a week. Energy suppliers and customers and dealers reacted according to the substance of the worst online customer questions. They scored with respectively 45 and 44 percent very poor to moderate. Although insurers are best performed, they were also in almost one third of the cases poorly judged on their response.

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