Chances are the users do send messages.
Chances are you face a pile of feedback email every day. And there's also a good chance you respond too slowly, if at all, according to research by Jupiter Communications, which found last year that many organisations were falling short of their users' email expectations. Jupiter found that 55 per cent of customers expected accurate responses within six hours. Yet only 20 per cent of firms were meeting that expectation. Users' expectations about email response times were continuing to shrink so most users may soon expect one-hour replies.