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Public Surveys Results

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.

 

Study Title Conducted Participants
  Q170039. Waiting... Oct 06 to Oct 14, 2017 1000
  Q170038. Live Entertainment Sep 29 to Oct 07, 2017 1001
  Q170037. Advertising Sep 22 to Sep 30, 2017 1000
  Q170036. What Sells? Sep 15 to Sep 24, 2017 1001
  Q170035. Home Pages Sep 08 to Sep 17, 2017 1001
  Q170034. Is Secure? Sep 01 to Sep 10, 2017 1000


Study Q170009. Support emails
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?





Responses -
ID Response %
1 An immediate autorespondent is fine.
If it doesn't give me the right answer, I can always email them again.
22.5
2 A standard response to my enquiry in a few hours.
Better than no response at all.
29.2
3 A standard response to my enquiry in a few days.
At least I know they received my email.
12.6
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.
19.2
5 A personal and detailed response to my enquiry in a few days.
I can wait, but a personal response is a must.
15.4
9 Some other response (tell us what in the comments box below). 1.1
  Total % 100.0


Participant Comments (randomly selected) -
ID Comment Member From Sex Age
3847425Being Online is crucial to respond. You "snooze". , you "lose".AndreSouth AfricaM65
3846515i don't need the autorespondent because the autorespondent is not human and it never solve any problem.there are alot of site using autorespondent,do they solve problem,no and never!SUSIIndonesiaF23
3847024As perguntas quantos mais objetivas e curtas melhor.ValterBrazilM31
3847183You can wait a little to get a complete personalized response.AllaUkraineF55
3847164It is not always a good idea to chatbot to answer questions via email, each user has a different needEdgarBrazilM25
3846128I usually do not need Customer Service very often. However, when I do require Customer Service, I try to send very short and specific messages that will make it a lot easier for the CSR and myself to communicate. As a simple courtesy to a Customer, I do prefer that my message be read by a real person and not replied to by an auto-respondent.LawrenceCanadaM68
3847647Always. GoodSRIDHARIndiaM51
3847152sometimes depending on the issue a fast answer or a delayed one is accepted or demanded. certainly a personal and detailed response within the day or the next would be the bestkaterinaGreeceF35
3847037Nope nothing to adLevi VestertNetherlandsM29
3846801lo importante es que siempre podamos obtener una respuesta sinceraManuelPanamaM38
3846487Depends on the size of the business behind a websiteRebekahNew ZealandF26
3846937Siempre es importante recibir alguna respuesta a posibles dudas de lo que fuera, l servicio al cliente sea l medio que fuera es muy importantePatriciaParaguayF34
3846087hahahahah ojjsemirBosnia and HerzegovinaM19
3847029no commentsKaluIndiaM29
3846551The standard response should only serve to confirm receipt of your enquiry. It should be followed up with a detailed response within a specified period.FrankSouth AfricaM57
3846722An immediate autorespondent to tell me that my email is received. then if it is important matters, a proper reply within 24 hrs. if it is non important, general things, a reply within a few days up to a working week, is reasonable enough for me.GaryAustraliaM59



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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