Survey: SME execs say business falls short in customer communications Read more: Survey: SME execs say business falls short in customer communication

SMEs are struggling to respond in a timely fashion to the needs of customers, despite an overwhelming belief that communicating with customers quickly is one of the most important factors in developing business, according to a new study.

The research, a 700-person survey of senior managers in SME's across the United Kingdom and Germany by Avaya, found 68 percent see responsiveness as critical to their businesses success and 66 percent seeing communications as necessary to building customer relationship.

Despite that, more than four-in-five respondents cited dissatisfaction with their company's customer service, and more than half said they needed to improve general communications with their clients.

Avaya said the survey shows most SMEs are still struggling to build a cogent communications strategy.

Some 84 percent of respondents said they would support flexible scheduling for their employees, and more than half said that flexibility was a string recruiting and retention tool, both germane to developing solid customer service.

"It's interesting to see that such a vast majority (OF SMES) are prioritizing responsiveness, customer service and relationships above all else," said Michael Bayer, president of Avaya's EMEA division. "Yet, the findings also uncover the need for new ways of working and communicating to fill the gap between good intentions and reality. It's critical that businesses have the tools and solutions to communicate with and serve customers effectively."

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