JupiterResearch Finds Consumers Are Not Satisfied with Online Customer Service Email Responsiveness

JupiterResearch, a division of Jupitermedia Corporation(Nasdaq: JUPM) has found that of the 92% of Web sites offering emailas a customer support option, only 41% acknowledge receipt ofcustomers' messages with automated email responses. According to theJupiterResearch report entitled: "U.S. Customer Service & SupportMetrics, December 2005," retail companies remained relativelyconsistent with results of previous years and other industries, suchas finance and travel, showed significant decreases inauto-acknowledgement response performance. JupiterResearch is aleading authority on the impact of the Internet and emerging consumertechnologies on business.

The research also shows that since 2000, the number of sitesmeeting a 24 hour threshold for email response continues to decrease.In fact, only 45% of sites resolved email inquiries within 24 hours.The most significant trend, however, is that 39% of sites took threedays or longer to reply or did not respond at all. The number of thesesites has grown 7% year over year from 2000 to 2005.

"Our research highlights a continued struggle among companies tomaster the email touch point," said Zachary McGeary, Associate Analystat JupiterResearch and author of the report. "This growing segment ofunresponsive companies is damaging customer loyalty and retention.These companies must either invest in appropriate technology ordeprioritize email as a service touch point," added McGeary.

JupiterResearch pinpoints two main elements driving thisunresponsiveness. The first is the continued rise in email volume andbroad failure among contact centers to invest in appropriate emailhandling technology with the levels of automation necessary forhandling email in large volumes. The second pertains to a consumer'spropensity to contact the call centers when emails go unanswered.

"Failure to resolve requests via email is driving continued use ofcost-intensive telephone work, negating any potential cost savingsfrom handling inquiries via email," said David Schatsky, Senior VicePresident of Research at JupiterResearch. "This continued rise ofunresponsiveness does not bode well for customer satisfaction, whichis ironically a top driver of investment in most customerservice-related technology," added Schatsky.

The complete findings of this report are immediately available toJupiterResearch clients online at www.jupiterresearch.com. Foradditional information on JupiterResearch's Customer Service andSupport research offerings visit www.jupiterresearch.com or contactKieran Kelly, Senior Vice President of Global Sales and ClientService, at 1-800-481-1212 or researchsales@jupitermedia.com

About Jupitermedia Corporation

Jupitermedia Corporation (Nasdaq: JUPM) (www.jupitermedia.com),headquartered in Darien, CT, is a leading global provider of originalinformation, images and research for information technology, businessand creative professionals. Jupitermedia includes Jupiterimages, oneof the leading images companies in the world with over 7.0 millionimages online serving creative professionals with brands likeBananaStock, Brand X, FoodPix, Botanica, Nonstock, The Beauty Archive,Comstock Images, Creatas Images, PictureQuest, Liquid Library,Thinkstock Images, Thinkstock Footage, Bigshot Media, Goodshoot,ITStockFree, Stock Image, Pixland, Photos.com, Ablestock.com,PhotoObjects.net, Clipart.com and AnimationFactory.com; andJupiterWeb, the online media division of Jupitermedia which operatesfour distinct online networks: internet.com and EarthWeb.com for ITand business professionals; DevX.com for developers; and Graphics.comfor creative professionals. JupiterWeb properties include more than150 Web sites and over 150 e-mail newsletters that are viewed by over20 million users and generate over 350 million page views monthly.Jupitermedia also includes: JupiterResearch, a leading internationalresearch advisory organization specializing in business and technologymarket research in over 30 business areas and vertical markets.

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