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Facebook and web lead the way for UK customer experience – email and Twitter lag behind

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UK brands are undermining consumer trust and risking revenues by failing to deliver consistent, multichannel customer service, according to the 2019 Eptica Digital Trust Study.

Eptica Digital Trust Study Infographic

While brands answered 69% of all routine queries via the web, email, Facebook and Twitter, this masked wide gaps between different brands, sectors and channels. For example, a bank took 8 days to respond to an email. One fashion retailer answered a tweet about ethical sourcing policies in 17 minutes, yet another took 50 hours.

Trust is increasingly central to customer relationships. 89% of consumers surveyed said they either will stop buying from brands that they don’t trust or will spend less. Around half (49%) said they would switch immediately. Building trust begins with delivering on basic promises – 59% ranked giving satisfactory, consistent answers as a top three factor in creating trustworthiness, while 63% rated making processes easy and seamless as key.

The web was the most accurate and comprehensive channel for customer experience, with brands answering an average of 75% of routine queries. It was followed by Facebook, where brands successfully responded to 57% of questions (nearly doubling from 30% in 2017). This was significantly ahead of Twitter (45%), despite the channel’s reputation for delivering customer service.

Email brought up the rear. 37% of brands satisfactorily answered a basic question, with average speed ten times slower than social media. Chat continued to grow in importance, with 44% of brands claiming to offer it – yet just 26% had it operational when tested, a slight improvement on 2017’s 24%.

The Eptica Digital Trust Study builds on research first conducted in 2012 by customer experience software provider Eptica. It combined real-world evaluations of 50 brands in five sectors with consumer research on attitudes to customer experience and trust. Evaluation questions included asking about multi-policy discounts (insurance), ethical sourcing policies (fashion), changing a booking (travel), cancelling debit cards (banking) and allergy labelling (food and drink).

“Brands face multiple challenges when it comes to customer experience,” said Olivier Njamfa, CEO and Co-Founder, Eptica. “Consumer expectations are continually rising, while the volume and complexity of queries and interactions are growing. Trust is crucial to engagement and loyalty, but the 2019 Eptica Digital Trust Study shows that many brands are falling at the first hurdle, with their inability to get the basics right undermining reputation and revenues.”

Accuracy 2019 versus 2017

Speed 2019 versus 2017

Web

75% vs 66%

n/a

Email

37% vs 43%

37 hours 59 minutes vs 46 hours 42 minutes

Facebook

57% vs 30%

3 hours 24 minutes vs 2 hours 21 minutes

Twitter

45% vs 39%

4 hours 53 minutes vs 57 minutes 19 seconds in 2017

Chat

90% vs 87%

6 minutes 14s vs 4m 40

Total

69% vs 59%

While brands answered 69% of queries overall, nearly a third either did not receive a response – or that replies failed to answer the question. This backs up consumer beliefs that brands are ignoring them – just 8% of respondents said that brands were listening all the time, missing out on the insight needed to drive improvements and strengthen trust.

Inconsistency and gaps growing
The Study found growing gaps between best and worst performers, between channels and within sectors:

  • Fashion retailers successfully answered 60% of questions across all channels, while insurers only managed under half (46%)
  • In the travel sector, three brands scored 100% on the web – yet two rivals only answered 40% of questions.
  • None of the banks surveyed successfully responded to an emailed question – yet 80% of them answered it on Twitter, and 45% on Facebook.

At a time of greater pressure on resources, brands need to take a more holistic view across channels to drive a consistent, efficient customer experience that builds trust.

As well as accuracy, the Eptica Digital Trust Study also measured consistency between channels. Well over half (58%) of companies were completely inconsistent with no answers matching on more than one channel. Consistency varied wildly within sectors – for example, one travel company said on Twitter that it was free to amend a booking, but responded on Facebook saying it would cost £35 per person to do so.

The study evaluated 50 UK brands, split equally between the fashion, food and drink, travel, insurance and banking sectors. Brands were rated on their ability to answer five routine questions via their websites, as well as their speed, accuracy and consistency when responding to email, Twitter, Facebook and chat. Additionally, 1,000 UK consumers were surveyed on their attitude to trust, its relationship with customer experience and on loyalty and brand reputation. All research was completed in Q1 2019.

A full report, including the study results, graphics and best practice recommendations for brands to transform customer experience is available at https://www.eptica.com/dtcxst.

An infographic on the results is available at https://www.eptica.com/resources/white-papers.

Blockchain

OKX Proof of Reserves Ranked Highest Quality Among Major Exchanges as 11th Consecutive Monthly Reserves Report is Published

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OKX, a leading global Web3 technology company and crypto exchange, has published its industry-best 11th consecutive monthly Proof of Reserves (PoR), showing balances of USD$11.2 billion in primary assets, as its PoR was given the highest quality rating among major exchanges.

OKX’s latest PoR comes days after Castle Island Ventures partner and blockchain and Proof of Reserves expert Nic Carter ranked OKX highest of all major centralized exchanges on its quality of Proof of Reserves. In his ranking, he cited OKX’s credibility, knowledge of leadership, demonstrated commitment to transparency and overall PoR quality as reasons for his positive assessment.

OKX’s PoR covers 22 commonly used digital assets and shows that OKX has maintained a reserve ratio exceeding 100% for 11 consecutive months across all those assets. In addition to BTC, ETH and USDT, the assets included are: USDC, XRP, DOGE, SOL, OKB, APT, DASH, DOT, ELF, EOS, ETC, FIL, LINK, LTC, OKT, PEOPLE, TON, TRX and UNI.

OKX’s current reserve ratios are as follows:

  • BTC: 102%
  • ETH: 103%
  • USDT: 102%

OKX Global Chief Commercial Officer Lennix Lai said: “With our 11th consecutive Proof of Reserves report, we are reaffirming our unwavering commitment to greater transparency and trust within the crypto industry. At OKX, we believe that integrity is the cornerstone of our success, and our PoR stands as a testament to our dedication to safeguarding user assets. As we approach a full calendar year of consecutive PoR releases, we have never been more committed to continuing to raise the bar for transparency in our sector.”

In August, OKX conducted two Twitter surveys to measure the sentiment of the online community with regards to the importance of PoR and transparency. Poll results showed that 84% of respondents say monthly PoR reports are either ‘somewhat important’ or ‘very important‘ and 88% state that transparency is either ‘somewhat important’ or ‘very important’ when choosing which crypto platform to trust.

OKX has seen hundreds of thousands of users engage with its PoR, visit its PoR page and view their self-audits since first launching its PoR page in late 2022. The open-source verification tool allows users to independently verify OKX’s solvency and confirm their assets are backed by OKX reserves while maintaining their privacy.

OKX has published over 210,000 addresses for its PoR program, and will continue to allow the public to view its asset flows.

Users can view the latest PoR report, reserve ratios, and verify OKX’s solvency here.

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Blockchain

ACX’s technology to power Indonesia Carbon Exchange

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ACX (AirCarbon Exchange), operating its proprietary regulated environmental asset trading platform, is the technology provider for Indonesia’s carbon exchange hosted and operated by the Indonesia Stock Exchange (IDX) after a competitive Request for Proposal process.

Launched on 26th September 2023, with its first carbon trades, Indonesia’s official carbon exchange, IDXCarbon, will play a vital role in reducing Indonesia’s carbon emissions and driving Indonesia’s transition to reach net zero emissions by 2060.

“With ACX support, IDXCarbon has reached a key milestone towards achieving net zero emission in 2060 or sooner. We anticipate a thriving and enduring collaboration with ACX that will continue to drive innovation and success, as the Indonesian carbon market develops.” said Iman Rachman, President Director of IDX

IDXCarbon has been customised by ACX to meet the country’s unique requirements, as well as aligned with Indonesian institutions, including the National Registry System for Climate Change Control (SRN-PPI). This will ensure the exchange is compliant with Indonesia’s standards and procedures, as well as the requirements recently established by the OJK, the country’s financial services authority. ACX provides a complete end-to-end solution that utilises blockchain technology to ensure the transparency and auditability of all trades transacted on the exchange. With that, the exchange will play a central role and promote transparency, accountability, and efficiency in the Indonesian carbon market.

“We are honoured to be the technology provider for Indonesia’s carbon exchange and to contribute towards the country’s vision of a fair and inclusive carbon ecosystem,” said Thomas McMahon, co-CEO and co-Founder of ACX. “Our end-to-end solution will enable the exchange to provide comprehensive services. This will make it easier for companies to access and participate in the carbon market, ultimately driving down Indonesia’s carbon emissions and contributing to global sustainability efforts.”

Hum Wei Mei, Head of APAC and Global Head of Environmental Products, said: “Indonesia has a critical role to play in international climate action while IDXCarbon is at the heart of ensuring that Indonesia’s carbon market progresses as envisioned. As the technology provider to IDXCarbon, ACX is committed to working closely with IDX to implement a highly customised, iconic and state-of-the-art carbon exchange which will act as critical supporting infrastructure for Indonesia’s long-term plans & interests in emissions trading, carbon markets & climate action.”

With a global footprint covering Asia, the Middle EastEurope, North and South America, ACX has demonstrated itself to be a leading technology provider with a proven track record of designing and implementing carbon trading system worldwide, leveraging the company’s expertise and experience to ensure a robust and reliable platform for trading environmental assets.

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Blockchain

Nex News Network Launches World’s First Blockchain-Integrated Web3 and Metaverse News Platform

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Nex News Network, the pioneering media organization, is proud to announce the launch of its groundbreaking platform, revolutionizing the way news and media are consumed. This year marks a momentous milestone as Nex News Network becomes the world’s first-ever blockchain integrated, Web3, and Metaverse news and media platform. With a fusion of cutting-edge technology and visionary media strategies, Nex News Network is set to redefine the media landscape.

 

A New Era in Media Industry: Nex News Network’s Unique Offering

Nex News Network has embarked on an extraordinary journey to bring the future of media to the present. As a trailblazer in the industry, the platform integrates blockchain technology, Web3, and Metaverse, delivering an unparalleled experience to users. This year, Nex News Network establishes itself as the vanguard in news and media, providing a platform that seamlessly connects diverse sources of information, making them accessible from anywhere, on any device.

 

Innovative Media Revolution

Nex News Network introduces a unique animation concept that transforms the traditional news and media industry. With this innovation, the animation seamlessly integrates with media and news content, sparking a revolutionary shift in how information is consumed. This innovation not only redefines the media industry but also catalyzes a new era of interaction, engagement, and understanding.

 

Empowering Users and Advertisers

Nex News Network brings a new dimension to user experience by creating an integrated platform that caters to a diverse range of interests and categories. Users can explore validated blockchain content, industry news, directories, event information, technology updates, and more. For advertisers, Nex News Network offers direct access to their target audience, bypassing intermediaries and providing real-time performance data for smarter decision-making.

With its focus on blockchain integration, Web3, and Metaverse, Nex News Network embraces the future of digital content. The Metaverse, an advanced digital realm, complements the platform, creating immersive experiences through augmented reality (AR), virtual reality (VR), and artificial intelligence (AI). Nex News Network pioneers the way for this interconnected digital world, offering users a new dimension of engagement and exploration.

 

A Call to the Future

Nex News Network is poised to reshape the media industry by introducing blockchain integration, Web3, and Metaverse technology. Through its visionary leadership, dedication to user experience, and commitment to innovation, Nex News Network is laying the foundation for a new era in news and media consumption. As the world’s first blockchain-integrated Web3, and Metaverse news platform, Nex News Network stands ready to redefine the media landscape.

 

Setting the Stage with NexNews Network – A New Era in Media Consumption and Engagement

NexNews Network pioneers a transformative approach to media consumption, driven by innovation and led by a dedicated team. With a focus on user experience, NexNews Network creates a dynamic space where users can seamlessly access news and media sources from various categories, transcending traditional boundaries.

 

Visionary Leadership – Founder Aakash Jugraj and the Power of Innovation

Under the visionary leadership of Aakash Jugraj, NexNews Network has positioned itself as a trailblazer in the industry. Backed by the reputable Shivaksh Media Group of Companies, the platform represents a fusion of expertise and innovation that sets a new benchmark for media excellence.

 

Founder Aakash Jugraj – A Driving Force for Media Innovation

At the helm of NexNews Network is Founder Aakash Jugraj, a visionary entrepreneur with a deep-rooted commitment to revolutionizing the media landscape. His forward-thinking approach has driven the platform’s mission to redefine publication creation, distribution, and consumption using Web3, Blockchain & Metaverse technologies.of Companies.

Aakash Jugraj, the driving force behind NexNews Network, envisions a media ecosystem that champions transparency, authenticity, and user-centric experiences. His vision aligns seamlessly with the ethos of Shivaksh Media Group of Companies, creating a formidable alliance for media innovation.

 

Continuous Industry Evolution: NexNews Network’s Transformative Role

NexNews Network signifies a departure from traditional media models, offering a continuous industry experience that transcends conventional boundaries. The platform’s transformative capabilities make it a pioneering force in providing a new-age media ecosystem that empowers users with unparalleled access and engagement.

 

Technology at the Forefront: Nex News Network’s Secure and Transparent Platform

Technologically adept, NexNews Network harnesses the power of blockchain integration, Web3, and Metaverse to ensure the highest level of security, authenticity, and transparency. This technological synergy enables users to engage with news and media content with utmost confidence.

 

Personalized User Experience – NexNews Network’s Tailored Approach

Through NexNews Network, users will enjoy a distinctly personalized experience. The platform’s integration of blockchain technology ensures that users can consume news and media content that aligns precisely with their interests, fostering deeper engagement and resonance.

 

Empowering Advertisers: Nex News Network Effective Advertising Platform

Advertisers will benefit from NexNews Network’s innovative approach by accessing a tailored platform that enables direct engagement with their target audience. The blockchain integration ensures a transparent and effective advertising experience, enabling advertisers to refine their strategies based on real-time performance data.

 

Elections

NexNews Network is poised to play a pivotal role in the upcoming election season. With its unique blend of blockchain integration, Web3, and Metaverse, the platform will facilitate informed decision-making by providing accurate and transparent information to voters.

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