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Public Surveys Results
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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.
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| Study Title |
Conducted |
Participants |
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| Study Q260009. Support emails |
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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?
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Responses - |
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| ID |
Response |
% |
| 1 |
An immediate autorespondent is fine.
If it doesn't give me the right answer, I can always email them again. |
21.0 |
| 2 |
A standard response to my enquiry in a few hours.
Better than no response at all. |
34.7 |
| 3 |
A standard response to my enquiry in a few days.
At least I know they received my email. |
11.8 |
| 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. |
16.8 |
| 5 |
A personal and detailed response to my enquiry in a few days.
I can wait, but a personal response is a must. |
15.0 |
| 9 |
Some other response (tell us what in the comments box below). |
0.8 |
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Total % |
100.0 |
Participant Comments (randomly selected) -
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| ID |
Comment |
Member |
From |
Sex |
Age |
| 4199941 | Atleast I know my inbox check my personal mail | kirti | India | F | 36 | | 4199663 | Websites should have an immediate auto respondent that lets me know my enquiry has been received it should inform me that here will be a detailed and personal follow up within a few days | Lois | United States | F | 64 | | 4199343 | Yes personal responce should be given | Balbir | India | M | 48 | | 4199201 | to me, it can not be 1 general answer,
as the nature of the site, n size of the company, ...r far too wide, ...... | Gary | Australia | M | 67 | | 4199195 | i hate automated responds they can't replace human | SUSI | Indonesia | F | 32 | | 4199631 | Nowadays we expect everything to be faster as possible. | Lenah | South Africa | F | 41 | | 4199181 | Lebih baik tanggapan pribadi | EDI | Indonesia | M | 56 | | 4199148 | SPIDERMETRIX IS BEST SURVEY SITE | JANMEJOY | India | M | 30 |
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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