Vodafone UK publishes Critical Response Time Index

New research by Vodafone UK has provided information which may be helpful when planning your recovery time objectives for customer-facing email.

The annual Vodafone Critical Response Time Index, now in its second year, has found that a third of UK businesses expect an email response to new business enquiries within two hours. This finding is consistent with the 2007 Index. However, 1 in ten businesses now expect a reply to their enquiry by email within half an hour.

In response to the growing use and availability of mobile email, Vodafone has extended the Critical Response Time Index to ask a number of business critical questions, revealing both a growing demand for email access on the move, and a realisation of a number of the benefits of more widespread adoption:

* 42 percent of all workers now say they need to be able to access and respond to emails when away from the office during work hours, simply to keep the wheels of business turning, including 53 percent of HR staff, 40 percent of customer/client service professionals, 54 percent of finance workers (a further 30 percent of all workers say the same when outside of typical working hours rising to 40 percent of middle management and 54 percent of senior management).

* 58 percent of employees believe that all employees will need mobile email access in the future. 12 percent believe that time has already come - while more than one in five employers believes the same.

* 35 percent of the workforce feel that the absence of mobile email access or availability leads to wasted time (such as in between meetings or travelling to events). The figure doubles amongst workers, such as service engineers who spend some of their time outside of the office regularly (stipulated as at least two days a week). The average time wasted across a typical working month equates to four working days per month - 31hrs a month - (or a fifth of the working month).

•Date: 7th July 2008• Region: UK •Type: Article •Topic: BC statistics
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