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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
  Q180008. Home Page Menu Mar 09 to Mar 17, 2018 1000
  Q180007. Web Chat? Mar 02 to Mar 10, 2018 1000
  Q180006. Newsletter Format Feb 23 to Mar 03, 2018 1000
  Q180005. Is Quick? Feb 16 to Feb 24, 2018 1000
  Q180004. Must Join? Feb 09 to Feb 18, 2018 1001
  Q180003. It is Personal Feb 02 to Feb 10, 2018 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.
2 A standard response to my enquiry in a few hours.
Better than no response at all.
3 A standard response to my enquiry in a few days.
At least I know they received my email.
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.
5 A personal and detailed response to my enquiry in a few days.
I can wait, but a personal response is a must.
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 AfricaM66
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!SUSIIndonesiaF24
3846469A standard response to start with is great but personal detailed response within a few days to follow up.WendyAustraliaF60
3846976there could also be a computerised answering machine onlinelindaAustraliaF54
3847111no commentsIsaganiPhilippinesM49
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 bestkaterinaGreeceF36
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
3846793When the reply is personal it is more accurate and will surely have what i am looking for,EmmanuelCameroonM57
3846339seria otimo e tera todo meu apoio voce ficar na esperamaria defatimaBrazilF58
3846336com certeza eu nunca recebimais para mim e de extrema inovaçoes e satisfaçao gostaria muitissimo de receberjoao antonioBrazilM58
3846733Uma resposta pessoal é melhor, pode ser em poucas horas ou em poucos dias, o importante é saber que deram importância ao e-mail enviado.AlexandreBrazilM48
3847617hope to get a prompt reply alwaysDennis IanPhilippinesM38
3847547It depends on the nature of the enquiry, but on a general note, I prefer a personal and detailed response. About 24 hours is okay, but if it can be in a few hours, I don't mind.FemiNigeriaM28
3847427An auto-response is fine, just to let me know that they have received my inquiry, then a personal and detailed response in 24 to 48 hours.RobertPhilippinesM63
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
3847164It is not always a good idea to chatbot to answer questions via email, each user has a different needEdgarBrazilM25

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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