Grow With Evergreen

Helping the Garden Industry Thrive

Call (203) 513-8911
  • Home
  • Blog
  • About Us
  • Contact Us
  • Make Your Business Thrive
  • Our Marketing Services
    • Email Marketing
    • Advertising
    • Catalogs
    • Websites
    • Social Media
  • Q&A: How We Work
  • Read What Clients Say
  • Helpful Articles

Does Your Customer Service Email Response Time Measure Up?

A few weeks ago, I reported on the many missed income opportunities uncovered by the Mailorder Gardening Association’s recent Secret Shopper Survey. Following on the heels of that, I guess I shouldn’t be surprised by the dismal results from Forrester Research’s survey of response times to customer service emails. The study showed that, while customers expect an email response within six hours, actual performance is far below that:

6 to 24 hours – 21%
One to two days – 18%
2 to 3 days – 7%
More than 3 days – 4%
No response – 14%

That leaves a mere 36% of companies replying within the time frame that customers expect, a pretty pathetic showing.

Stop worrying about Twitter, Facebook, or any other new trends until you have the basics mastered. Before chasing after new customers, make sure you’re taking care of the ones you already have.

Share

Filed Under: Blog Posts, Uncategorized Tagged With: Customer service

Grow Your Business — Contact Val

“Let’s Grow is a must for marketers; always insightful and thought-provoking, it provides inspiration in every single issue!

– Kerry Fisher, Wildseed Farms

"I found all the information useful and was compelled to want more."

-- Brad Granitier, Green Piece Wire Art

"I haven’t had a chance to read the newspaper in the last month, but I always read Let’s Grow."

-- Warren McLeod, Mister Boardwalk

"David and Rhonda Pike, of Witherspoon Rose Culture, always pass on their copy of your Let's Grow. Would you mind just sending me one directly?"

-- Lilia Melnyk, Witherspoon Rose Culture

Free Marketing Tips

letsgrow-NL
Subscribe to Let’s Grow Enewsletter
Receive Bonus
Garden Industry
Marketing Tips

Memberships


  • Home
  • Blog
  • About Us
  • Contact Us
  • Make Your Business Thrive
  • Our Marketing Services
    • Email Marketing
    • Advertising
    • Catalogs
    • Websites
    • Social Media
  • Q&A: How We Work
  • Read What Clients Say
  • Helpful Articles

Connect With Us

  • Email
  • LinkedIn

Contact

Val Gosset
Evergreen Marketing
60 Treeland Road
Shelton, CT 06484
Phone: 203-513-8911
Val@GrowWithEvergreen.com

Copyright © 2025