FYI: You’ve Got (Some) Mail

E-mails to customer service at 50 Web sites
2Q 2001 4Q 2000
Average time to respond 12.63 hrs. 14.13 hrs.
Confirmation number included in e-mail 100% 88%
Answered e-mail question correctly 73% 81%
Opt-in e-mail 62% 32%
Auto response 38% 23%
Source: the e-tailing group, 2001