By the Numbers : Customer Service WoesBy Brian P. Watson | Posted 2007-06-05 Email Print
Re-Thinking HR: What Every CIO Needs to Know About Tomorrow's Workforce
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."