FORGET the "Contact Us" link — 59 per cent of large Australian organisations don't care about your online enquiry, according to a new survey.
The online contacts for 460 Australian organisations – those that employ 100 or more people – were tested by researchers for contact centre company Strike Force Sales.
Specific product queries were manually entered into every organisation's web form or email to simulate a genuine customer enquiry. After seven days, the researchers had not received responses from 59 per cent of the businesses.
On average, those that did respond took an average of one day and 8.5 hours to get back to the "customer". Only six per cent responded with a phone call an average three days after being contacted.
Almost half of the automated email responses promising a real reply were never followed up.
The survey, conducted across a range of organisations, found the least-responsive industries were in construction and retail.
"Given the importance of the internet to the modern economy it verges on negligence for any business not to respond to web-generated enquiries,” said Chris Moriarty, managing director of Strike Force Sales.
"They're not taking it seriously."
Mr Moriarty said the poor response rate could not be blamed on spam, as the results were similar between email and online forms with verification systems.
http://www.news.com.au/technology/story/0,25642,24097558-5014239,00.html (Published by News.com.au)
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