As anyone knows who has actually tried to use e-mail for customer service, it’s rarely a quick way to get satisfaction.
Only a third of the companies surveyed by Jupiter Research bothered to immediately acknowledge they had gotten customers’ e-mail in the first place, sending an automatic response.
Most of the companies did eventually respond to consumers, but don’t hold your breath; only 52 percent got back within 24 hours, while 32 percent took three days or longer.
These lackadaisical responses may come back to haunt these companies, though, since the survey showed that most “high-spending consumers” (who spend over $1000 online per year) expect a resolution to e-mail complaints within 24 hours. Since e-mail is seen as a money-saver vs. having call centers, that could ultimately increase costs for businesses.
Serves ’em right.
However, Pay My Bills has been great with both an automated response and fairly quick resolutions to my problems. Very important when you are dealing with money.
Yes. You remember the folks who treat you well. And you *really* remember the folks who treat you poorly.
*** Dave writes: “…the folks who treat you poorly”
Sadly that’s usually your cable provider, your DMV, your HMO, your government.