We’ve just launched a new survey into customer support failures because existing research has made one thing very clear: responsiveness matters. But it has also left one major question unanswered – what actually happens to people when...

The question behind the knock At ReplyResearch, we keep coming back to a deceptively simple question: what actually happens when people try to contact an organisation? Not what the website appears to promise, but what happens when a real person...

How reply failure turns hard-won paid-for demand into a stranded asset Customer acquisition cost inflation is usually explained as a media problem. Ad prices are up, search is more competitive, social channels are saturated, attribution is harder...

Why poor digital experiences are pushing customers away   –  and what responsiveness research tells us to do about it A third of customers switched brands in the past year because of poor digital experiences. Among 25- to 34-year-olds, that...

What “Email in the Era of LLMs” reveals about the future of organisational responsiveness The most important change in email may not be that AI can write it faster. It may be that AI is beginning to decide what a “good” email sounds like. That...