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« Apple sells 7% of all mobile phones, but makes 57% of all mobile phone profits | Main | There are at least 61 publications currently active on Tumblr, including big names such as GQ, The Atlantic, Vanity Fair, Entertainment Weekly, and The Economist. »

60% of all respondents indicated that they expect to have an email response to a support incident within 4 business hours

- Respond to email inquiries within four hours.
- Respond to online chat inquiries within 30 seconds, 60 seconds at the latest.
- Instead of using vague terms such as "faster," specify your standard response times online. Commit publicly to average response times (barring natural disasters and outages, of course).
[ PDF ] [ Survey of Consumers' Online Support Expectations ]