Online businesses have gotten worse at responding to customer email requests from websites in the last three years, according to an annual survey, reported Internet Retailer. Only 42% of 38 companies tested responded to emails within 24 hours, the Hornstein Associates survey says. Moreover, 36% did not respond at all. In 2002, 63% responded within 24 hours.
The State of Connecticut had the fastest response rate at three minutes, while the IRS responded in 19 minutes. Gateway and L.L. Bean were tied for third, each responding in about an hour. Other research that Hornstein Associates conducted shows that customers expect an email reply within 24 hours.
Among the sites that Hornstein tested are IBM, Dell, Apple, Amazon.com, Barnes&Noble.com, American Airlines and the Direct Marketing Association.
