{"id":1137,"date":"2007-08-17T07:47:40","date_gmt":"2007-08-17T12:47:40","guid":{"rendered":"http:\/\/selectmetrix.com\/blogs\/2007\/08\/how-responsive-is-your-company\/"},"modified":"2007-08-17T07:47:34","modified_gmt":"2007-08-17T12:47:34","slug":"how-responsive-is-your-company","status":"publish","type":"post","link":"https:\/\/selectmetrix.com\/blogs\/2007\/08\/how-responsive-is-your-company\/","title":{"rendered":"How Responsive Is Your Company?"},"content":{"rendered":"<p><img data-recalc-dims=\"1\" loading=\"lazy\" decoding=\"async\" align=\"left\" width=\"86\" src=\"https:\/\/i0.wp.com\/selectmetrix.com\/blogs\/wp-content\/uploads\/2007\/08\/windowslivewriter1230805a3e35-8f18keyboard.jpg?resize=86%2C61\" height=\"61\" style=\"margin: 5px 10px 10px 0px\" \/> Here is a fascinating survey regarding customer service from large companies.  The article is from ManageSmarter.com &#8211; <a target=\"_blank\" href=\"http:\/\/www.managesmarter.com\/msg\/content_display\/publications\/e3i07b4dbb2a064255c9456d0fb32a55364\">Return to Sender: Responding to Customers<\/a>.<\/p>\n<p>I think you will find the format quite clever:<\/p>\n<blockquote><p>Every year, our organization conducts a customer service survey by sending the following one-sentence e-mail to our list of respected and admired companies: What is your corporate policy regarding the turnaround time for e-mails addressed to customer service? The subject of the e-mail is &#8220;Customer Service.&#8221; The goal of the research is to see who actually answers the question, which is different that simply responding and how long it takes them.<\/p><\/blockquote>\n<p>The results:<\/p>\n<blockquote><p>Here are highlights from this year&#8217;s survey:<br \/>\n\u20ac\u00a2 33 percent of companies answered us within 24 hours, <strong>down almost half<\/strong> from a high of 63 percent in 2002.<br \/>\n\u20ac\u00a2 <strong>51 percent<\/strong> answered us, regardless of time frame from 2002&#8217;s high of 86 percent.<br \/>\n\u20ac\u00a2 My favorite response: &#8220;Thank you for your inquiry. [Our] corporate goal is to respond to ninety-five percent of all inquiries within twenty-four hours. I know that seems strange as I&#8217;m responding to you seven days after receiving yours\u20ac\u00a6I apologize for that.&#8221;<\/p>\n<p>This is not a game and we were not trying to trick anyone. We are simply looking at companies through the eyes of a humble customer, because the proof of dedication to customer relationship management is what happens to one individual&#8217;s e-mail; it&#8217;s where the rubber meets the road.<\/p><\/blockquote>\n<p>And I can&#8217;t top the closing paragraph:<\/p>\n<blockquote><p>Based on the dismal results of our annual e-mail survey, the common thought seems to be, &#8220;We would have a great business if it weren&#8217;t for all those annoying customers.&#8221; This begs two important questions: How responsive is your company? How do you know?<\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"<p>Here is a fascinating survey regarding customer service from large companies. The article is from ManageSmarter.com &#8211; Return to Sender: Responding to Customers. I think you will find the format quite clever: Every year, our organization conducts a customer service survey by sending the following one-sentence e-mail to our list of respected and admired companies: What is your corporate policy regarding the turnaround time for e-mails addressed to customer service? The subject of the e-mail is &#8220;Customer Service.&#8221; The goal of the research is to see who actually answers the question, which is different that simply responding and how long it takes them. The results: Here are highlights from this&hellip; <a class=\"read-more\" href=\"https:\/\/selectmetrix.com\/blogs\/2007\/08\/how-responsive-is-your-company\/\">Read More<\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"bgseo_title":"","bgseo_description":"","bgseo_robots_index":"","bgseo_robots_follow":"","jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false},"version":2}},"categories":[14,9],"tags":[],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/p5Oho-il","jetpack-related-posts":[],"_links":{"self":[{"href":"https:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/posts\/1137"}],"collection":[{"href":"https:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/comments?post=1137"}],"version-history":[{"count":0,"href":"https:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/posts\/1137\/revisions"}],"wp:attachment":[{"href":"https:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/media?parent=1137"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/categories?post=1137"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/tags?post=1137"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}<!-- WP Super Cache is installed but broken. 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