Discrepancy With Customer Expectations in Email Response Times

These two polls reveal some discrepancy between expectation and actual response time in the email channel.

Poll – How long would you expect to wait for an Email to be answered? – answers

15 Minutes – 1%
1 Hour – 26%
4 Hours  – 24%
1 Day – 48%
1 Week – 1%

Poll – What is your Contact Centre’s target time to answer an Email? – answers

15 Minutes – 2%
1 Hour – 20%
4 Hours – 16%
1 Day – 47%
1 Week – 15%

Source: Call Centre Helper Webinar Poll – Webinar: The Best Ways to Exceed Customer Expectations     Sample size – 141     Date: March 2015