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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 Q240009. 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. |
23.8 |
| 2 |
A standard response to my enquiry in a few hours.
Better than no response at all. |
32.3 |
| 3 |
A standard response to my enquiry in a few days.
At least I know they received my email. |
12.7 |
| 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. |
18.3 |
| 5 |
A personal and detailed response to my enquiry in a few days.
I can wait, but a personal response is a must. |
12.2 |
| 9 |
Some other response (tell us what in the comments box below). |
0.7 |
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Total % |
100.0 |
Participant Comments (randomly selected) -
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| ID |
Comment |
Member |
From |
Sex |
Age |
| 4136450 | immediat autotrespons to know they recived my mail | Janko | Slovenia | M | 64 | | 4136700 | It all depends on the kind of enquiry : but in general an autoresponse or even a confirmation of receipt with a more detailed answer after a while will do, even after a few days, if it requires a more detailed answer | Godfried | Belgium | M | 60 | | 4136786 | Sometimes it takes a long time to respond to my email, but I understood because maybe they were dealing with a lot of things, the important thing for me is to answer correctly or clarify my questions,,,thank you | Phaulien mae | Philippines | F | 31 | | 4136396 | Having an automatic response will provide a way for me to resend my request a few hours later | Charly | Indonesia | M | 53 | | 4136734 | I would like an acknowledgment that my email has been received and an expected timeframe for response. I would then expect a personalised answer to my question. | Daniela | Australia | F | 60 | | 4136224 | The support team email address need to be valid and the team need to be prompt too, so that consumers will not turn over from the brand. | Adrian Chew | Malaysia | M | 38 | | 4136179 | I find automated responses nothing but useless junk. | Jennifer | Canada | F | 45 | | 4136222 | An immediate autorespondent, so i know it has received.
then A standard response to my enquiry in a few hours, or a day or 2 depending on the importance and / or the urgency of the nature of the enquiry.
or a personal and detailed response within a day if it is of an important matter...
i guess these r quite reasonable expectations for a reasonable service? :-) | Gary | Australia | M | 65 | | 4136335 | Buenas encuestas, manden mas asà | Israel | Mexico | M | 41 | | 4136558 | I don't like autoresponse/BOT/AI whatsoever when answering my inquiry. It usually just puts more stress on the situation & the conversation just circles around in place without progress. That's why I highly respect service with real person Customer Service that gives solutions. | Khoiruunisa | Indonesia | F | 34 | | 4136499 | I'm also cool to waiting a day or two, but of course it's ideal to get immediately assisted and get the problems solved | Brenda | Argentina | F | 26 | | 4136263 | Tanggapan yang cepat akan memberikan kepuasan atas pertanyaan saya | EDI | Indonesia | M | 54 | | 4136739 | I tend to prefer a well-though reponse over a chain of mails that go nowhere. | Nahuel | Uruguay | M | 22 | | 4136716 | A response within a few hours is my choice because depending on what the problem is, days later could be bad because whatever is the problem might be worse or just too late to do anything about. | Karen | Switzerland | F | 79 | | 4136981 | I do not have any comments | Carlos | Brazil | M | 38 | | 4137047 | It very good and nice and expensive | Emma | United States | M | 38 |
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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