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Summary charts b2 b customer service weighted report

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When Emailing Vendors, Clients Want Auto-acknowledgments and Same-Day Answers. A survey of 240 workers who communicate with vendors via email.

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Summary charts b2 b customer service weighted report

  1. 1. 22% 42% 36% 0% 25% 50% 75% 100% Yes No Not currently employed Sample Size: 1,000 (All Respondents) Do you ever need to communicate with vendors or suppliers to the organization you work for?
  2. 2. Do you ever need to communicate with vendors or suppliers to the organization you work for? Which of the following groups describes your current age? 18-24 25-34 35-44 45-54 55-64 65+ (%) (%) (%) (%) (%) (%) Yes ⇑ 34 29 28 25 18 ⇓ 9 No 47 49 ⇑ 51 47 36 ⇓ 24 Not currently employed ⇓ 19 ⇓ 22 ⇓ 21 27 ⇑ 45 ⇑ 68 Base n=120 n=190 n=210 n=190 n=130 n=160 Sample Size: 1,000 (All Respondents) Which of the following groups describes your annual household income? Below $25,000 $25,000 - $34,999 $35,000 - $49,999 $50,000 - $74,999 $75,000 - $99,999 $100,000 - $149,999 (%) (%) (%) (%) (%) (%) Yes ⇓ 12 19 21 23 ⇑ 37 ⇑ 37 No ⇓ 35 51 44 47 45 48 Not currently employed ⇑ 54 30 34 30 ⇓ 18 ⇓ 15 Base n=240 n=100 n=135 n=210 n=148 n=115
  3. 3. 41% 33% 16% 5% 5% 0% 25% 50% 75% 100% Extremely important Very important Moderately important Slightly important Not at all important Sample Size: 240 (24% of Respondents) Imagine that you email a question to a vendor that supplies your organization. How important is it to you to receive an immediate response from a bot or representative simply acknowledging receipt of your email?
  4. 4. How would you rate responsiveness if you received an answer…? 36 48 51 59 69 76 37 30 33 28 22 16 21 20 14 12 7 6 5 1 3 2 2 1 1 1 0% 25% 50% 75% 100% The next business day The same business day but after work hours In 6 hours In 4 hours In 2 hours In 1 hour Excellent Good Acceptable Poor Terrible Sample Size: 240 (24% of Respondents)
  5. 5. 34% 26% 25% 24% 16% 12% 11% 11% 9% 6% 0% 25% 50% 75% 100% Helpful Professional Fine since will deal with it at work Vendor is overworked Vendor is well staffed Unprofessional Probably from an offshore service representative Probably from a U.S. service representative Annoyed since need to deal with it then Unhelpful Sample Size: 240 (24% of Respondents) Note: Respondents could select multiple options What do you think of when you get an email from a vendor after hours? - Top 10
  6. 6. What do you think of when you get an email from a vendor after hours? Option Rank Response % Helpful 1 34% Professional 2 26% Fine since will deal with it at work 3 25% Vendor is overworked 4 24% Vendor is well staffed 5 16% Unprofessional 6 12% Probably from an offshore service representative 7 11% Probably from a U.S. service representative 8 11% Annoyed since need to deal with it then 9 9% Unhelpful 10 6% Other 11 3% None of the above 12 7% Sample Size: 240 (24% of Respondents) Note: Respondents could select multiple options
  7. 7. What's your number-one pet peeve when communicating with a vendor via email?
  8. 8. What's your number-one pet peeve when communicating with a vendor via email? Word Frequency Example Quote Response 22 "That a response is not received and or acknowledged within the same day or next day." Time 18 "That they sometimes fail to respond, so I don't know if my message was received." Answer 15 "Having to repeat my information or my problem several times to get an answer." None 13 "None really." Email 12 "When you keep having to email back and forth when you could just pick up a phone and get it done quicker." Day 10 "The vendor tells me that they will get back to me as soon as possible, and I don't hear from them for 2-3 business days." Question 10 "The number one pet peeve is when they ask questions that are clearly stated in the email." Get 9 "Not knowing if they read the email or how long they would get back to me." Respond 9 "I work in a restaurant and I hate when we need the vendor makes a mistake and is slow to respond." Receive 8 "The answer I receive from them does not help resolve the issue."
  9. 9. Methodology This online survey had 1,000 respondents. It was fielded from April 5 to April 7, 2019. The results presented in this report were weighted by the following variables: • What is your gender? • Which of the following groups describes your current age? • Are you of Hispanic, Spanish or Latino descent? • Which of the following best describes your ethnicity? • What is the highest degree or level of school you have completed?
  10. 10. Crosstab Methodology Crosstab Table Notes: • Only crosstab tables with significant differences of at least 10 percentage points are included here. • If the difference is higher at a statistically significant level, the cell is marked with the up - arrow symbol ⇑. If it is lower, the down-arrow symbol ⇓ is used. • Columns with fewer than 30 responses (i.e. degrees of freedom) are ignored for statistical significance comparisons. • Crosstabs with no significant difference greater than 10 percentage points are not presented. • To fit onto a single slide, some crosstabs have had columns without differences omitted. See the spreadsheet for the full crosstabs. • Crosstabs show only unweighted results. • See the accompanying spreadsheet for all tables.
  11. 11. Researchscape International Researchscape International is a market-research consultancy specializing in custom surveys. For questions about this or other research, please contact us at +1-888-983-1675 x1 or visit our website, http://www.researchscape.com/.

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