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Demanding Digital

Business Process Services in Focus

Only 51% of consumers

believe digital services are built
with the organisations’ needs at
the heart of them.

 

Most organisations believe they put their customers at the heart of what they do.

However, our research has revealed that 51% of consumers believe digital services are still built with the organisations’ needs at the heart of them.

Twenty years ago, digital services might have been considered a novelty. Today they form the basis of many of our interactions, whether that’s transferring money through an app or paying council tax online. Organisations can no longer think of digital services as an afterthought, they must be considered from the start and stand up to consumer expectations.

Key topics – Demanding Digital for Business Process Services

Consumers are optimistic about the future of digital services

60% expect to be able to manage all interactions with the Government through a single website or app within five years.

It’s time to innovate

50% of consumers say that they are more likely to become repeat customers of digitally innovative organisations.

Keep it simple!

81% of consumers are looking for simplicity when it comes to experiencing digital services.

Related resources

Market Research Paper

Demanding Digital for Business Process Services: Market Research Paper

Organisations have a way to go to convince customers that they are putting their needs at the heart of their digital services.

Infographic

Demanding Digital for Business Process Services: Key Facts Infographic

The digitally discerning consumer has clear expectations of the digital services delivered to them.

Contact Chris Darlington, Freephone: 0800 783 3040