Email Response Times

I was just emailing the Revenue this afternoon, and got one of those automated delivery receipt emails back from them.

After thanking me for my email and telling me that it will be processed as quickly as possible, their message then has the following line:

In line with our Customer Service Standards we endeavour to respond to 100% of emails within 30 working days.

What really? 30 days? Is that your target? Surely for a customer service team, they should have an SLA target response time measured in hours rather than days!

Posted by Richard

Richard has been blogging since 2000 about technology, cycling, singing, and life in general. Follow him @richbloomfield on Twitter.

3 Replies to “Email Response Times”

  1. I’ve been annoyed with utilities in the past for having 2-day response times to email queries. But 30 days? Only the civil service could manage that level of efficiency.


  2. As of today it’s been 78 days, and I still haven’t had a response. Well done with your SLA!


  3. Now 111 days, and no response. I’m beginning to think I may never hear back from them.


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