Most companies fail to respond to e-mail enquiries

New research says customer relationships are suffering because a remarkable number of companies simply don't respond to e-mail.

Marketing services company Opus visited hundreds of business websites and found that "a massive 94%" of companies didn't bother to respond to a request for further information or follow-up the details left.

The survey was conducted, says Opus, to ascertain the degree to which websites had become integrated into the marketing process Ð and shows, the researchers add, that many companies have opened a sales channel without any follow up.

The effect of non-response can be a damaged business relationship, says Opus.

Adrian Moss, head of the customer relationship management division, notes that in addition to the lack of response, "more than 35% of sites had no mechanism for customers to register or details for contacting the companyÉ.it's pointless to use all of your company literature to direct prospective customers to your website, only to give them nothing to follow through once they take the trouble to log on."

When was the last time you checked your e-mail?

Fiona Perrin