Positive Email Experience Win Loyalty

There was a recent article relased outlining a recent study that was conducted by The Customer Respect Group (TCRG). TCRG is an international research firm that focuses on how companies treat customers online.

• During fourth quarter 2004, about 40% of retailers answered customer questions within a day. This figure was double what it was a year ago.
• 13% did so within an hour
• 15% of companies responded within four hours
• 15% did not respond to online inquiries
• two-thirds of customers will go to a competitor's Web site if they don't get a response in a "timely" manner. Customer generally consider an answer within 24 hours to be timely.

eINFO - a collection of articles and studies about email marketing.