Arise's Learning
Center

Back to Results

02.21.17 | blog
Author: Taylor Jones

Arise 2017 Customer Service Frustrations: Email Response Times

For customer service channels supported by contact center operations, DestinationCRM research reports email is the second most common, supported in 92.7% of centers.  With these trends showing email becoming a “must-support” channel for customer service, it’s more important than ever that organizations set service levels to ensure they are meeting customer expectations around response times.  

According to Toister data, expectations are growing for more immediate response. Comparing the 2014 and 2015 studies, the number of people expecting a response in 15 minutes increasing from 4% to 14.5%.  Has this trend continued into 2017? Arise sought to find out.

Methodology

Arise conducted a Google Consumer Survey of over 1,500 U.S. Consumers in January 2017 asking them, “When contacting customer service via email, in what amount of time do you expect a response?”  Respondents could select one of the following intervals:

  • Immediately
  • Within 1 hour
  • Longer than 1 hour, but within 24 hours
  • Longer than 24 hours, but within 48 hours
  • Longer than 48 hours

These time intervals were shown randomly, reversing answer order to maintain structure, but reduce bias from respondents clicking on answers in a particularly slot. Respondents could also note that they do not contact customer service via email or indicate that they did not believe they would get a response back from the company.

Overall Results: How Soon Do Customers Expect an Email Response?*

Of customers that report using email for customer service:

  • Over 80% of customers expect a response within 24 hours
  • 96% of customers expect a response within 48 hours
  • 16% of customers expect an immediate response
  • 37% expect a response within 1 hour
  • Only 4% of respondents expected a response time of longer than 2 days

Email Response Time Expectations

The most popular interval chosen was a response time between one hour and 24 hours, which is consistent with Boomerang data (via FastCompany). 

Email Use as a Customer Service Channel

This survey shows that 79% of U.S. consumers use email as a customer service channel.  This stat is consistent with Parature’s 2015 Global Customer Service Report which also showed that 78% of U.S. customers used email on a regular basis.

No Response At All?

A small 3% of all respondents believed that if they contacted customer service via email, they would never receive a response.

Results By Age Group

Results were largely varied by age group, but there were some interesting data points to note. As one would likely expect, the older age groups reported not using email for customer service more often than younger groups:

Further, of the 35-44 age group, 21.7% of those using email customer service expected an immediate response, which was much higher than the percentage expecting an immediate response of all other groups. As the group that uses email customer service the most, it is interesting to observe the 18-24 age group using email customer service had the highest percentage of consumers expecting a response in longer than 48 hours (8.5%).  The 18-24 group also reported the highest rate for believing they would not receive a response to their email (4.3%), which were more than any other group.

Age Group

Immediate

Less than 1 hr

Greater than 1 hr, within 24 hrs

Greater than 24 hrs. within 48 hrs

Longer than 48 hrs

18-24

13.1%

23.0%

38.5%

16.9%

8.5%

25-34

16.6%

19.0%

45.0%

17.5%

1.8%

35-44

21.7%

19.1%

41.7%

12.7%

4.8%

45-54

12.8%

22.3%

47.9%

11.3%

5.8%

55-64

16.6%

23.6%

41.2%

16.9%

1.6%

65+

11.7%

21.0%

46.5%

17.0%

3.8%

Results By Gender

There were only slight differences between genders for this study with slightly more men expecting a response in longer than 24 hours.

Age Group

Immediate

Less than 1 hr

Greater than 1 hr, within 24 hrs

Greater than 24 hrs. within 48 hrs

Longer than 48 hrs

Men

16.3%

20.0%

40.7%

16.8%

6.2%

Women

15.0%

22.3%

46.4%

13.9%

2.4%

Men reported using email as a customer service channel more slightly more often than women and also reported believing they would not receive a response from their inquiry at a marginally higher rate.

Age Group

No Response

No Contact

Men

3.7%

19.4%

Women

2.4%

22.9%


*The Root Mean Squared Error (RMSE) Score of this study is 3.1%.

contact uscontact us

Attention Call Center Companies Using the Arise Platform!

 

Arise is removing the portal login button from Arise.com.

 

For your convenience logging in, please bookmark www.AriseWorkFromHome.com or https://portal.arise.com/

The Portal Login button will be permanently removed in:

00 Days

00 Hours

00 Minutes

00 Seconds

Stay here and you will be redirected to the portal in 25. If you are not redirected click https://portal.arise.com/

Call Center