Online telecoms customers can expect to wait up to 52 hours for an email response, according to a new report from Transversal.

Annual research from the technology provider found unacceptable levels of online customer service and usability from telecoms websites. Last year 70% of telecom sites provided a search function, while this year just a third offered it. 10% of the sites surveyed had also removed FAQ sections within the last year.

Overall sites were found...

... to be capable of answering just 20% of the most commonly asked questions via websites, for other answers customers were forced to send an email and wait. Transversal recently revealed similar findings within the online banking sector (NMA 10.08.06).

"Telecoms providers are in the business of enabling communication, yet they can't, or won't, communicate with their customers properly," said Transversal CEO Davin Yap.