login   register
Now Open
with us?


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
  Q170048. Going Shopping Dec 08 to Dec 17, 2017 1000
  Q170047. Your Career Dec 01 to Dec 10, 2017 1001
  Q170046. Your Education Nov 24 to Dec 03, 2017 1000
  Q170045. Love Me? Nov 17 to Nov 26, 2017 1001
  Q170044. Place your Bets Nov 10 to Nov 19, 2017 1001
  Q170043. Many Newsletters? Nov 03 to Nov 11, 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
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
3847029no commentsKaluIndiaM29
3846880Automated confirmation of received mail with information, when can I expect detailed response.DusanSloveniaM62
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
3846341Often times autorespondens really doesn't help. A more detailed response within a few hours is preferredTeneshaJamaicaF26
3847161always need a fast response..RazaliUnited StatesM29
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
3847713personal and within 24 hours would be goodJillAustraliaF46
3846336com certeza eu nunca recebimais para mim e de extrema inovaçoes e satisfaçao gostaria muitissimo de receberjoao antonioBrazilM57
3846801lo importante es que siempre podamos obtener una respuesta sinceraManuelPanamaM38
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
3847668the TAT should be within 24 to 48 hours from the date i sent the email.Eddie RicoPhilippinesM32
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
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

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.


      spiders rule the web   © 2000 - 2017 spiderMetrix.com