Appropriate Email Response Time
Fast customer service has a well-defined place in overall customer satisfaction. If customers feel neglected or if they have an immediate need that isn’t being serviced, their options are plentiful. Thanks to the availability of emails at our fingertips, response-time expectations have become more stringent over the years. In 2014, 80% of those surveyed deemed a four-hour response time as good. By 2015, this had moved up to about one hour. In 2014, only 4% of people said they expected a response within 15 minutes; by 2015, 14.5% expected that. As for inter organization expectations, more then 70% of people expected a response from coworkers within four hours and 30% expected a response within an hour (Toister, 2015). There may be times when you’re unable to achieve this response rate because you’re in a meeting, presenting, or simply because the response is complicated and requires a few additional minutes or hours to solve. In an era of immediate response, it is appropriate to respond with an acknowledgement of receipt and indication that you’ll respond when you have the answer. This will mitigate any feeling of neglect and keep expectations in tact.
By: Jessica Lau