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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 Q210009. 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. |
23.0 |
| 2 |
A standard response to my enquiry in a few hours.
Better than no response at all. |
32.9 |
| 3 |
A standard response to my enquiry in a few days.
At least I know they received my email. |
10.5 |
| 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. |
19.8 |
| 5 |
A personal and detailed response to my enquiry in a few days.
I can wait, but a personal response is a must. |
12.8 |
| 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 |
| 4042235 | I do not have any comments | Carlos | Brazil | M | 38 | | 4042163 | but add on an additional followup with actual results or it isn't worth it | Beverly | United States | F | 62 | | 4041366 | Uma resposta pessoal e detalha em poucas horas, com certeza.
Valeu pessoal !!! | josé geraldo | Brazil | M | 41 | | 4041965 | more than email, 24/7 chat service with knowledgable persons is most desired to sort out issues then and there with written evidence. | G | India | M | 63 | | 4041375 | Good and simple | Bambang | Indonesia | M | 46 | | 4042203 | at least a feedback that is not autorespondent is better. | Bihun | Indonesia | M | 34 | | 4041208 | لايوجد تعليق | عبد | Germany | F | 36 | | 4041679 | As respostas padrões de email são, na maioria das vezes inúteis e irritantes | Ila | Brazil | F | 26 | | 4041441 | I'd prefer someone to give me specific and detailed response rather than a robot's best guess | Haya | Lebanon | F | 22 | | 4041221 | nothing, thank you | Annie Catharine | India | F | 50 | | 4041518 | There are some costumer service that doesn't help at all. The worst in my case was the costumer service of my health insurance, that should be one of the more faster. | sofia | Italy | F | 28 | | 4041737 | It's irritating when the Auto response doesn't understand the question and refers you to their FAQ. I would prefer waiting for a human response, but an immediate email acknowledging the inquiry is nice. | James | United States | M | 63 | | 4041548 | Any human response is welcomed at any time. | Branko | Serbia | M | 37 | | 4042055 | Sometimes contacting supoort takes a long time but I think is for the best! | Brenda | Argentina | F | 26 | | 4041405 | нет | Vladimir | Russian Federation | M | 57 | | 4041333 | An automated response to tell you that they have received the message is ok, but it must be followed by a personal and detailed response. I have always already read the FAQs before emailing and I would not have found the answer; hence the email. Automated responses that guess the answer only send you the answers to the FAQs, which I would have already read. | Fiona | Australia | F | 56 |
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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