Small Businesses Risk Customer Satisfaction by Resisting Change

Small Businesses Risk Customer Satisfaction by Resisting Change

More than half of the UK’s small businesses could be jeopardising customer satisfaction due to a reluctance to switch to mobile technology, according to new research. A survey of 1,100 businesses conducted by Sage UK found that 58% of respondents were yet to implement any form of mobile working, with a lack of understanding of the benefits cited as the main factor. But the same report also noted that 78% of companies recognise their customers wanted quicker responses to queries and issues — a demand fuelled by the availability of the technology that enables it. “The emergence of mobile working is changing the face of business as we know it and in today’s fast-paced, 24/7 world, it’s no surprise that people are demanding greater responsiveness from the companie... »