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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
  Q170030. Menu Options Aug 04 to Aug 13, 2017 1002
  Q170029. Adult Sites Jul 28 to Aug 06, 2017 1001
  Q170028. Time Spent Jul 21 to Jul 29, 2017 1002
  Q170027. Free vs Paid Jul 14 to Jul 23, 2017 1002
  Q170026. Friends on the Net Jul 07 to Jul 16, 2017 1001
  Q170025. Your Password Jun 30 to Jul 09, 2017 1001


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
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
3846230A standard response to my enquiry in a few hours. Better than no response at all is good alwaysanfasIndiaM18
3846703a toll free number would be really helpfulALOKIndiaM26
3846469A standard response to start with is great but personal detailed response within a few days to follow up.WendyAustraliaF60
3847161always need a fast response..RazaliUnited StatesM29
3847503need fast answerMohammad RashidiMalaysiaM33
3846937Siempre es importante recibir alguna respuesta a posibles dudas de lo que fuera, Úl servicio al cliente sea Úl medio que fuera es muy importantePatriciaParaguayF34
3846087hahahahah ojjsemirBosnia and HerzegovinaM19
3846950ΠΩΠΣsowjanyaIndiaF32
3847029no commentsKaluIndiaM29
3846751nothing i can think ofGarryAustraliaM59
3847159i dint received any email from this websitesueMalaysiaF26
3847021fair enough with autorespondent immediate..GIndiaM57
3847111no commentsIsaganiPhilippinesM48
3846793When the reply is personal it is more accurate and will surely have what i am looking for,EmmanuelCameroonM56
3847668the TAT should be within 24 to 48 hours from the date i sent the email.Eddie RicoPhilippinesM32



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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