Businesses must up their game in 2021 to satisfy “digitally impatient” consumers. Questionmark, the online assessment provider, is calling on employers to ensure that their staff have the skills to create a first-class digital customer experience.
HR Technology News: American Specialty Health Named Among The Top Workplaces In San Diego County
During the months of lockdown, consumers have become more digitally savvy. Research from Deloitte shows that 40 per cent of people shopped online more during 2020. A third increased the amount of video content they streamed and 14% took part in online appointments with health practitioners.
But the increase in familiarity has made people less tolerant of delay and disruption. Some 41% of customers believe slow and unresponsive service is at the heart of bad customer service.2 Forbes magazine has predicted the rise of the “now customer” in 2021. These are impatient customers who expect the goods and services they want to be instantly available and quickly delivered.
Lars Pedersen, CEO of Questionmark, said: “Many businesses have been prioritizing digital delivery for many years. But the events of 2020 and the emergence of the ‘now customer’ mean that businesses need to accelerate their efforts. Customers will not wait for what they want. Nor will they tolerate any decline in standards or quality.
HR Technology News: TecHRseries Interview with L. David Kingsley, CHRO at Alteryx
“Employers must ensure their staff have the right skills to play their part in this digital upgrade. Online staff assessments can help employers understand the extent of digital skills across the workforce. They can help employers make better decisions on recruitment, training promotions and development.”
Online staff assessments can help employers measure digital skills among the workforce. They can identify strengths and weaknesses, and gaps across teams and business functions.
The Questionmark enterprise-grade platform makes assessment content easy to create and adapt. The platform automatically marks papers and instantly compiles results. It is easy to spot trends and patterns. When the stakes are high, a range of anti-cheating measures are available.
HR Technology News: How To Manage A Remote Workforce