Survey: how quickly should people respond to email?

Chances are pretty good that you send a lot of emails. Please take a moment to complete a short survey to let us know how quickly you expect to receive a response.

Update on Monday, May 30. The survey is now closed, but you can view the results on my blog.

The final tally will be profiled in my email newsletter, the Monthly TPS Report, which is due out next week. The second question is designed to see if there are different expectations among age groups.

If you don't already receive the Monthly TPS Report, you can sign up to receive the newsletter by clicking here.

Managing customer service email

Last week I made a short post about customer service email response times and vowed to do a little (unscientific) research on the subject. Twenty four hours is a standard response time, but there's a little more to it.

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Email response times

I sent a "fire and forget" email to Dyson's customer service department last week. Fire and forget as in, "I fired off the email" and then "I forgot I sent it". Their response came almost a week later, which got me thinking. What is the appropriate amount of time to respond to a customer service email?

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