Survey Shows Etailers E-mail customer service responsiveness is getting worse

[Kristijntje]

Of the 92% of web sites offering e-mail as a customer-support option, only 41% acknowledge receipt of customers’ messages with an automated e-mail response, according to a new report...

Jupiter also found that the number of sites meeting a 24-hour threshold for e-mail response continues to decline, with only 45% of sites resolving e-mail inquiries within 24 hours. The most significant trend, however, was that 39% of sites took three days or longer to reply or sent no response at all...

full article: http://www.internetretailer.com/dailyNews.asp?id=17978

[maggie777]

Of the 92% of web sites offering e-mail as a customer-support option, only 41% acknowledge receipt of customers’ messages with an automated e-mail response

I don't see the need for an autoreply because I always answer emails the same day.