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Email response time fails to meet expectations

Customer service departments are struggling to meet customer expectations of email response time — and the expectations is increasing year by year, research has revealed.

A survey of around 6,000 respondents conducted by eDigital Research showed that 69 per cent of Internet users expect to receive a same-day response to their emails.

Meanwhile, the final 31 per cent expect a response the next day or within 48 hours maximum.

Originally published in eCCF

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