UK Companies Ignor Emails

44% of major UK companies are losing revenue by ignoring their emails from their customers!

Research performed by eGain taken place between December 2006 and March 2007, queried 125 major UK companies across an array of industry sectors.

egain.gifAnalysts acted as potential customers and submitted forms and emails regarding the companies products or services to see what kind of response they would get. These companies were then evaluated on the speed and quality of response.

The survey revealed that a massive 38% of companies did not respond to emails and 6% did not even offer email contact on their websites!

The study also revealed that 67% of companies failed to respond within 24 hours and only 18% of companies sent an automatic acknowledgement as an initial response to customer’s emails.

Telecommunications services were the worst performers where 58% of emails sent were totally ignored, whilst the retail sector were the best performers who gave some kind of response to 70% of emails sent.

The survey has proved to be shocking! It really is an area that seems to be lacking and must be very frustrating for the consumer. How do companies expect to sell their products and services to potential customers if they let them down at the first hurdle? First contact is something that is stressed upon in most businesses, and for those who submit forms and send emails, how you respond as a company will determine whether the potential customer will purchase your product or take up your service.

This really is a lesson for us all and a reveals an area in customer service that businesses are lacking.


I just read an interesting article by Jason Prescott titled “Is Google Killing SEO?”.

Paid search listings could become more relevant than organic listings because of the emphasis on inbound links in search algorithms.

His reasoning is based on the belief that people will be able to optimise their paid listings to become more relevant than their organic listings. He also adds:

Google will discover the most popular sites based on user preferences, allowing it to serve highly relevant results based on paid search landing pages. As a result, search engines will likely start serving more sponsored links, and the organic links will start to fade away.

Organic links will start to fade away? I don’t think so.

Paying search engines to show your ads in their sponsored listings is pretty much an easy way to get your website instant traffic. However, paid listings are not suitable for everyone.

It is highly unlikely search engines will favour sponsored listings over organic listings, because all you end up with is a search engine full of results trying to sell a service rather than a resource for information. Not only that, if paid listings do overtake organic listings, then people will simply not be able to afford paid listings.

SEO will always be relevant as long as organic listings exist. Webpages have a natural ranking, the job of an SEO is to find out what makes a webpage relevant according to search engine algorithms which will in turn rank a page in a high position.

It is in search engines interest to show relevant results to a user, this includes paid listings. Google especially don’t necessarily show paid listings according to who paid the most. They still want the results to be relevant, but this doesn’t mean that paid listings are better than organic listings. There are too many factors to consider to make the assumption that paid listing will be more relevant therefore will be favoured over organic listings.

So breath easy, your don’t have to dig deep into your pockets to get traffic to your website just yet.

Commonly Used Passwords

PC Magazine will be printing an article in their May issue listing 10 Most Commonly Used passwords.

I would suggest that if you are using any of the following passwords as your login details, to change them to something more secure:

1. password
2. 123456
3. qwerty
4. abc123
5. letmein
6. monkey
7. myspace1
8. password1
9. blink182
10. (your first name)

I would have to admit to using at least one of these before ;)