Customer Service Response Time Expectations By Channel, June 2013 [CHART]
When consumers have an issue with a company that needs to be resolved, a leading 92% say that it’s important that their problem is taken seriously, according to a new study from Steven Van Belleghem, in association with SSI and No Problem. Right behind that, though, they want speed – with 9 in 10 saying that this is important. But expectations differ regarding how quickly issues are responded to when sorting by contact channel. Consumers hold their highest expectations for the phone, with 86% expecting a response within 4 hours when using it. However, 55% expect a response within 4 hours when using Facebook or Twitter.
That’s a significantly higher proportion than expect that speed when submitting contact information on a website (44%) or sending an email (39%). Read the rest at MarketingCharts.