I was reading a piece the other day that claimed on-line customer service responsiveness has declined annually since 2002.
"No way!" Was my response. With more and more people using e-mail as their preferred method of communication and with the dozens and dozens of Quality Assurance seminars being done. Truly there must be a mistake in the survey.
The Hornstein Associates annual e-mail responsiveness survey continues to show declines in customer service responses. In fact, only 33% of companies respond to their customers within a 24 hour period. And what is worse only 51% of the companies responded in ANY time period at all!
It's no wonder then when a company actually DOES RESPOND in a timely manner we are shocked.
The report has this quote: "Based on the dismal results of this year's survey, I think that the operable phrase is - It would be a great business if it weren't for all those annoying customers. And, it begs an important question - how responsive is your company?"
Michael P. Libbie - Insight Advertising, Marketing & Communications where we sure hope we are not stinky about our response time. If we are ever...promise us you'll call us on it!