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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
  Q170022. Site Maps Jun 09 to Jun 17, 2017 1000
  Q170021. Navigation Jun 02 to Jun 11, 2017 1000
  Q170020. Flashy or Not May 26 to Jun 04, 2017 1001
  Q170019. Picture Me May 19 to May 28, 2017 1000
  Q170018. Top 5... Not! May 12 to May 21, 2017 1001
  Q170017. Is Visual? May 05 to May 14, 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.
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
3846751nothing i can think ofGarryAustraliaM58
3847503need fast answerMohammad RashidiMalaysiaM33
3846336com certeza eu nunca recebimais para mim e de extrema inovaçoes e satisfaçao gostaria muitissimo de receberjoao antonioBrazilM57
3846842Thanks Spidermetrix.arvindkumarIndiaM51
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
3847713personal and within 24 hours would be goodJillAustraliaF46
3846984working is easy.sriIndiaM22
3846469A standard response to start with is great but personal detailed response within a few days to follow up.WendyAustraliaF60
3846137I believe auto-responders are used to intentionally delay personalized responses.blUnited StatesF48
3846230A standard response to my enquiry in a few hours. Better than no response at all is good alwaysanfasIndiaM18
3847183You can wait a little to get a complete personalized response.AllaUkraineF54
3847037Nope nothing to adLevi VestertNetherlandsM29
3847111no commentsIsaganiPhilippinesM48
3847668the TAT should be within 24 to 48 hours from the date i sent the email.Eddie RicoPhilippinesM32
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.FemiNigeriaM27

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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