By the Numbers : Customer Service Woes

By Brian P. Watson  |  Posted 2007-06-05 Print this article Print

A roundup of the most colorful stories in information technology management—and what you can learn from them.

By the Numbers: Customer Service Woes
An annual study by Hornstein Associates, a Redding, Conn., direct marketing consultancy, found that top companies are getting slower in responding to customer inquiries. Hornstein sent e-mails to 49 large companies, asking about their policy for turning around customer service e-mails. Only a third responded within 24 hours, a 30% drop from the same survey in 2002. Overall responses were down as well: In 2002, 86% got back to Hornstein on the question, but only 51% responded this year. "We're not trying to trick anyone," company founder Scott Hornstein said in a news release. "We are simply looking at companies as a humble customer."

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Associate Editor

Brian joined Baseline in March 2006. In addition to previous stints at Inter@ctive Week and The Net Economy, he's written for The News-Press in Fort Myers, Fla., as well as The Sunday Tribune in Dublin, Ireland. Brian has a B.A. from Bucknell University and a master's degree from Northwestern University's Medill School of Journalism.


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