Thanks so much for that info, it is very interesting to learn that the data does not back up exactly what you said: we live in a world that people do expect answers quicker-- so we would imagine that worse response time = much unhappier customers. Did you ever try to send any surveys to see if users were happier and then correlate the times? We want to do this on our community to see but we don't have concrete data that show that what people say ("i want an answer right away") actually impacts metrics (satisfaction, revenue or such). Again, as a consumer, I agree that I want the quickest answer, but if I get an answer and it favorable, I also believe that would make me be OK with however long I waited for. It seems 24 hours though is what most people agree on Lithium?
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