We all try to do our best. But humans tend to be overly optimistic about what they can actually accomplish. You say you’ll go to bed early, but you find yourself still up watching Kitchen Nightmares at 12:35am. You say you’ll respond to customers within 24 hours, but instead it’s 31 hours. It’s not your fault – you got stuck in a meeting, had to run an errand, or had some very time-intensive other emails to answer first.
That’s a problem, though. According to a new study, failing to respond to a customer within the time period you promised will hurt their satisfaction far more than simply making a less ambitious promise!
The smart folks over at the Corporate Executive Board did a study wherein they tested three groups: two that delivered on their 24- and 48-hour respective promises, and one that failed to respond within their promised time. The results are below (CSAT is fancy-business-speak for Customer Satisfaction).