Tuesday, November 28, 2006
Survey reveals poor customer service by online gambling sites

A UK consumer survey of the 100 most popular UK online gambling sites has revealed that many of the websites are failing to deliver acceptable levels of customer service.

The support offered by the 100 gambling sites was less than satisfactory, with:

  • 40 per cent of e-mails ignored
  • 16 per cent of the calls made to the sites not answered
  • 30 per cent of online internet chat sessions requesting advice not replied to

    Other poinst revealed by the survey:

  • 80 per cent of the websites had disparate systems supporting different communication channels, meaning that staff were not able to access the necessary information to solve enquires, creating frustration in the customer and probable lost business.

  • Online self service support for customers was particularly bad. Only four per cent of sites were able to provide users with a service that allowed them to search online help documents for solutions to their problems. The audit was carried out in August 2006 by customer service specialist Talisma.