Oh yeah, just tell everyone that you’ve now fixed those extremely dangerous holes we reported to you in good faith. And if it turns out that you haven’t done anything, so what? Just let everyone know that...
Category - Insights
Insights into the world of responsiveness studies
Stephen Walters
Peter FriedmanComplaints about lawyers soar 37% while clients are left in the dark
One in four going to Ombudsman say lawyers never answer complaints First the solicitor goes quiet. Then the client complains about being ignored. Then, in far too many cases, the complaint itself disappears into the...
See it. Say it. Sorted. Officially 97% of the time, except it’s not even close to being sorted
Britain’s rail regulator says that 97.2% of complaints were dealt with within 20 working days in 2025-26. That sounds impressive. But when passengers are asked what they thought, the story becomes much less...
Don’t Come Back Until You’re Homeless: How Early Intervention Could Save Councils Billions
Britain’s housing crisis is usually described through rents, shortages and welfare. Yet another failure sits between those pressures and homelessness: people cannot reliably warn the system before their accommodation...
Patients have become the NHS’s unpaid follow-up department
The NHS waiting list is visible because it is counted. The administrative work surrounding that wait is less visible, although patients perform more of it every day. People telephone departments, check whether referrals...
Richard Hall
No reply. Slow reply. Unhelpful reply. Why doesn’t accessibility cover this?
Accessibility is strictly written into laws on disability and communication. But replies? We’ll get back to you on that. Maybe. Eventually. Maybe not. Recent research has carefully documented these familiar digital...
Law Firms Don’t Have a Lead-Generation Problem. They Have a Reply Problem
Law firms invest heavily in generating new enquiries. They pay for search advertising, search engine optimisation, redesigned websites, directory listings, social media, referral networks and business-development teams...
Jonathan Friedman
The 42 Hour Paradox: Why We Keep Making Our Responses Slower
We are currently living through a bizarre operational paradox. In the last two decades, corporate technology stacks have evolved exponentially. We have transitioned from basic email servers to complex CRMs, intelligent...
Gabriel Fitzpatrick
Today’s Zero Trust Frameworks Are Creating Inbox Paranoia
Here at ReplyResearch, we’re constantly on the lookout for insights impacting your corporate reachability and responsiveness. We just uncovered a truly fascinating piece of academic research that comes up with a brand...
Is Customer Service having a Hotel California Moment?
You can checkout any time you like, but… What The Atlantic’s article about sludge reveals when we look at who can reach an organisation, who gets a response and who is left chasing… forever? Chris Colin’s...
Dr. Mark Friedman
Wrong AI metrics? Today’s cost-cutting bonanza could be tomorrow’s lost customers
Shep Hyken has highlighted a problem for companies introducing AI into customer service: the figures used to declare success may say little about whether customers are getting a better service In a Forbes article...
AI is showing customers just how much they want humans
SurveyMonkey has published customer-service findings suggesting that the wider use of AI is making many Americans more conscious of what they value in human support. In its study, 79% of respondents said they strongly...
Reachability becoming a human right? It’s happening right now, get ready
A right to reach a human is no longer theoretical. New consumer rules show how contactability could reshape law, politics, business and culture. On 3 July 2026, Ireland brought in new consumer-protection rules giving...
