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Public Surveys Results
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The short weekly studies provide us with a great understanding of
how our members feel about the various internet issues and trends.
Studies are conducted on line, taking a random sample of about 1000 members,
who are also encouraged to submit additional comments.
Click any of the Studies listed below
to view summary results and a selection of participant comments.
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| Study Title |
Conducted |
Participants |
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| Study Q200009. Support emails |
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Question -
Undoubtedly, customer service is paramount to a web site's success, and part of customer service is responding to email enquiries.
Some well-to-do web sites have an army of support staff, while for most, it is the web master who responds to your enquiries, usually after hours. Another solution is an autorespondent, a piece of software that tries to detect the nature of your enquiry, and provide you with an instant (but best-guess) response.
How do you feel? What are your expectations regarding a response to an email enquiry?
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Responses - |
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| ID |
Response |
% |
| 1 |
An immediate autorespondent is fine.
If it doesn't give me the right answer, I can always email them again. |
24.0 |
| 2 |
A standard response to my enquiry in a few hours.
Better than no response at all. |
34.0 |
| 3 |
A standard response to my enquiry in a few days.
At least I know they received my email. |
11.1 |
| 4 |
A personal and detailed response to my enquiry in a few hours.
If they can't do that, they shouldn't be on line. |
17.7 |
| 5 |
A personal and detailed response to my enquiry in a few days.
I can wait, but a personal response is a must. |
12.1 |
| 9 |
Some other response (tell us what in the comments box below). |
0.9 |
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Total % |
100.0 |
Participant Comments (randomly selected) -
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| ID |
Comment |
Member |
From |
Sex |
Age |
| 4007295 | HAVING SPENT SOME TIME IN CUSTOMER CARE ITS BETTER TO HAVE REPSONSE THAN NOT HAVING ONE AT ALL. | Gabriel | Zambia | M | 35 | | 4007102 | no comments | CHANDRA KUMAR | India | M | 83 | | 4006545 | I like chat bots because the employees who are responsible for chat bots help me get quick responses. I expect that they will spread in the next years. | Ossama | Egypt | M | 36 | | 4006310 | An auto response telling me that my email has been received and will be responded too asap | Arne | Canada | M | 62 | | 4006443 | As much as I do not answer the query directly, it makes me feel that someone is on the other side and that I can start a relationship in a moment, the resolution of the issue will be a consequence of it. | Gaston | Argentina | M | 39 | | 4006841 | Respond immidiately | Dike | Nigeria | M | 24 | | 4007034 | Autorespondents don't understand the questions, therefore give standard answers that may not apply | James | United States | M | 63 | | 4006782 | I prefer the automated response because it is quick and the answer is usually right. | miami | United Kingdom | F | 46 | | 4007959 | As long as it's fast | Nguyễn | Vietnam | F | 20 | | 4007125 | лучше правильный конкретный ответ через какое то время. чем стандартный - помощь будет действительно реальной и действенной. главное результат . а не сам процесс. | Elena | Russian Federation | F | 39 | | 4006362 | i need an response within 24 hour. | Abhishek | India | M | 30 | | 4007808 | if they don't response people will loose trst on the site | Louis | India | M | 61 | | 4006716 | no comment. | hung jheng | Taiwan | M | 64 | | 4007630 | Respon very good | hidayatul | Indonesia | M | 29 | | 4006260 | It depends on the matter asked about | Roman | Russian Federation | M | 35 | | 4006760 | Saya akan merekomdadikan terhadap hal hal yang tidak diinginkan | Dede | Indonesia | F | 24 |
Reader Please Note: Comments represent a member's opinion, and appear here exactly as submitted, unedited and uncut. SpiderMetrix.com accepts no responsibility whatsoever about any comment made by any member. |
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