The PRNewswire reported today that the annual Hornstein Associates survey shows a decline in customer service response from major companies. Companies such as Microsoft, GE, Toyota, Coca-Cola, IBM, and Wal-Mart were sent this email:
What is your corporate policy regarding the turnaround time for e-mails addressed to customer service?
Out of the 38 emails sent, only 22 were answered. The companies that responded the quickest were Barnes & Noble, Red Envelope and The Phoenician.
Scott Hornstein said, "This was our sixth annual survey. We sent out 38 emails and only 22 companies answered us. The high-water mark was in 2002 when 27 answered the question. Last year 24 sent answers. It's clear that this trend is going downhill."
"All of us at one time or another send an e-mail to a company regarding a customer service issue. All of us would like an answer within 24 hours, but, only 12 of these 38 companies got back to us inside of a day with the answer to a very simple question. This represents more than just an unacceptable level of customer service. It appears that corporation's willingness to respond to the individual customer is receding."
Apparently, some of these companies don't have a policy in regards to answering emails. It's a shame, don't you agree?
Nice read. I totally agree and when small busineses are likewise polled the results are worse. Online companies answer emails within 24hrs roughly 30% of the time.
The arrogance that is permiating business as a whole is astounding. Customers creat the market and dictate competition not businesses. Customers are no longer an asset but they are a driving force with its own identity.
Come on people wake up. If you own a business the percentages above reflect great opportunities to compete with the big boys head on and win.
Customer centered businesses with customer experience management understand the power of the customer and the tools that can be used in communicating with them.
Posted by: Tim Whelan | February 25, 2006 5:54 AM | Permalink to Comment