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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
  Q180017. Is Visual? May 11 to May 20, 2018 1000
  Q180016. Donations May 04 to May 13, 2018 1000
  Q180015. Your Credit Card Apr 27 to May 06, 2018 1000
  Q180014. The Fine Print Apr 20 to Apr 29, 2018 1000
  Q180013. FAQ Apr 13 to Apr 22, 2018 1000
  Q180012. Is Easy? Apr 06 to Apr 18, 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.
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
3846891A personal assistant together with other technology would be better since a personal assistant may understand the respondent better.Gabriel Owusu SekyerGhanaM32
3847164It is not always a good idea to chatbot to answer questions via email, each user has a different needEdgarBrazilM26
3846336com certeza eu nunca recebimais para mim e de extrema inovaçoes e satisfaçao gostaria muitissimo de receberjoao antonioBrazilM58
3846751nothing i can think ofGarryAustraliaM59
3846087hahahahah ojjsemirBosnia and HerzegovinaM20
3847561Sim agente procura sempre uma solução!ormindoBrazilM34
3847701no commentsthulasiIndiaF61
3846230A standard response to my enquiry in a few hours. Better than no response at all is good alwaysanfasIndiaM19
3846137I believe auto-responders are used to intentionally delay personalized responses.blUnited StatesF49
3847647Always. GoodSRIDHARIndiaM52
3847503need fast answerMohammad RashidiMalaysiaM34
3847026no commentsSHISH PALIndiaM30
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
3847668the TAT should be within 24 to 48 hours from the date i sent the email.Eddie RicoPhilippinesM33
3847425Being Online is crucial to respond. You "snooze". , you "lose".AndreSouth AfricaM66
3847029no commentsKaluIndiaM30



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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