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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
  Q170014. The Fine Print Apr 14 to Apr 23, 2017 1002
  Q170013. FAQ Apr 07 to Apr 16, 2017 1000
  Q170012. Is Easy? Mar 31 to Apr 09, 2017 1000
  Q170011. Icon/Text Buttons Mar 24 to Apr 02, 2017 1001
  Q170010. iBank Mar 17 to Mar 26, 2017 1000
Q170009. Support emails Mar 10 to Mar 18, 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
3846137I believe auto-responders are used to intentionally delay personalized responses.blUnited StatesF48
3847668the TAT should be within 24 to 48 hours from the date i sent the email.Eddie RicoPhilippinesM32
3847425Being Online is crucial to respond. You "snooze". , you "lose".AndreSouth AfricaM65
3846801lo importante es que siempre podamos obtener una respuesta sinceraManuelPanamaM37
3846469A standard response to start with is great but personal detailed response within a few days to follow up.WendyAustraliaF59
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.AlexandreBrazilM47
3846984working is easy.sriIndiaM22
3847647Always. GoodSRIDHARIndiaM51
3846891A personal assistant together with other technology would be better since a personal assistant may understand the respondent better.Gabriel Owusu SekyerGhanaM31
3846937Siempre es importante recibir alguna respuesta a posibles dudas de lo que fuera, él servicio al cliente sea él medio que fuera es muy importantePatriciaParaguayF33
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.GaryAustraliaM58
3847617hope to get a prompt reply alwaysDennis IanPhilippinesM37
3847164It is not always a good idea to chatbot to answer questions via email, each user has a different needEdgarBrazilM24
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.RobertPhilippinesM62
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.LawrenceCanadaM67
3847161always need a fast response..RazaliUnited StatesM28



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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