Just how well do Fortune 500 companies measure up in regard to online customer support? According to the 2002 Online Customer Respect Study of Fortune 100 Companies, undertaken by CustomerRespect.com, 37% of customers never received any response, and 41% received a response after more than three days. It would appear that big companies still do not understand the value and importance of e-mail in customer transactions.
The Table of Contents for the 430 page report, and details about the metrics used, in addition to purchase information, is available here.