Service E-Mails Get Slow Response

Share this content:
Only 30 percent of retailers responded to customer service e-mails within six hours, according to a December survey by Jupiter Media Metrix, New York.


The survey of 250 retailers found that businesses struggled to keep up with the flood of service e-mails they receive as a result of the holiday shopping season. The six-hour response rate this past December is slightly better than it was during the same month in 2000 -- when only 27 percent of retailers made the six-hour mark.


According to the December 2001 survey, 33 percent of online retailers responded to e-mails within six hours, compared to only 28 percent of offline retailers. However, online retailers had a shoddier response rate overall, with 40 percent of those surveyed taking longer than three days to respond, as opposed to 28 percent of offline retailers.


In a separate November 2001 survey of approximately 2,100 consumers, 57 percent said the speed of e-mail response would affect their decision to do business with a company a second time. Some 53 percent said they would be less likely to shop at a company's offline retail store if they had a bad experience at their online store.


Issuing discounts to consumers unhappy with response rates will not be enough to prevent the majority from fleeing to a competitor, Jupiter said. Retailers should explain to customers the ways they are trying to improve customer service and allow consumers to contribute to the process by collecting their feedback and preferences.


Sign up to our newsletters

Company of the Week

PAN Communications is an award-winning integrated marketing and public relations agency for B2B technology and healthcare brands. PAN's data-driven approach allows the firm to specialize in public relations, social media, content and influencer marketing, and data and analytics. PAN partners with brands to create unique, integrated campaigns that captivate audiences and drive measurable results. PAN services clients out of the firm's four offices: Boston, San Francisco, New York City and Orlando.

Find out more here »

Career Center

Check out hundreds of exciting professional opportunities available on DMN's Career Center.  
Explore careers in digital marketing, sales, eCommerce, marketing communications, IT, data strategies, and much more. And don't forget to update your resume so employers can contact you privately about job opportunities.

>>Click Here

Relive the 2017 Marketing Hall of Femme

Click the image above