An annual e-mail responsiveness survey released yesterday shows a decline in customer service response rates for the fourth consecutive year. Thirty-eight companies, organizations and government
entities -- including IBM, Dell, Apple, Amazon.com, Barnes&Noble.com, American Airlines, L.L. Bean and the Direct Marketing Association -- have been asked during the past four years about their policy
regarding turnaround time for e-mails addressed to customer service.
Read the whole story at DMNews.com, April 13, 2005 »
