Study Finds Email Responsiveness is Eroding Away

The Hornstein Associates’ annual email responsiveness survey has been just released. The survey asked 38 respected companies, “What is your corporate policy regarding the turnaround time for emails addresses to customer service?”. The Hornstein’s study found that in 2005 only 42% of companies responded within 24 hours, down a full third from a high of 63% in 2002. Hornstein has established that customers expect an email reply within 24 hours. This has been corroborated by Jupiter Research’s Customer Service Webtrack. The amazing thing that this survey found was that 36% of companies simply did not respond at all.

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