ReplyResearch conducts and highlights surveys that help document how organisations respond, fail to respond, and create or destroy value through responsiveness.
Our surveys are designed to gather real experiences, compare recurring patterns, and turn individual accounts into evidence that can be analysed, published, and used to create pressure for better response systems.
Current ReplyResearch surveys
The ReplyResearch Support Black Hole Survey
Customer support has never appeared more available. Companies offer contact forms, ticket portals, help centres, chatbots, email addresses, social media channels, and automated update systems.
But more ways to make contact do not always produce more useful responses.
The ReplyResearch Support Black Hole Survey investigates what happens when customer support appears open for communication but fails to respond in a timely, useful, accountable, or meaningful way.
We are collecting evidence of ignored enquiries, delayed replies, circular support loops, failed escalation, unresolved tickets, automated dead ends, and cases where people were left trying to get a useful response from a system that would not properly respond.
The purpose of the survey is to identify recurring patterns in support responsiveness failure and use that evidence to make the problem more visible, more comparable, and harder to dismiss.
Read about the survey
Link: /surveys/customer-support-responsiveness/
Tell us what happened
Link: https://v0jf0ntkgmf.c.updraftclone.com/what-happened-to-support/
What ReplyResearch surveys are for
ReplyResearch surveys are not designed simply to collect complaints.
They are designed to identify patterns.
A single bad experience can be dismissed as an unlucky case, an overloaded team, a misunderstanding, or an isolated failure. But when many people describe similar experiences, those accounts can reveal something larger: a recurring failure in how organisations handle attempts to contact them.
Our surveys help us ask questions such as:
- Where do organisations fail to respond?
- When does contactability get mistaken for responsiveness?
- Which support channels create useful answers, and which create loops?
- How do delays, silence, deflection, automation, and failed ownership affect customers?
- What kinds of response failure recur across companies, sectors, or systems?
- What needs to change if organisations are to become genuinely more responsive?
How we use survey evidence
Survey responses may be used to produce public analysis, summaries, articles, evidence briefings, comparisons, rankings, visualisations, or follow-up reports.
Where the evidence supports it, ReplyResearch may analyse patterns by failure type, organisation type, sector, support channel, or named company.
The aim is to move recurring response failures out of private frustration and into public evidence.
Other relevant surveys
ReplyResearch may also highlight surveys conducted by others where they are relevant to responsiveness, customer support, communication failure, organisational contact systems, or the wider study of how organisations respond.
If you know of a survey that should be included here, please contact us.
Suggest a survey topic
ReplyResearch is interested in future surveys on responsiveness problems across customer support, sales response, public services, professional services, recruitment, complaints handling, online forms, automated systems, and other places where people try to get a useful response from an organisation.
If there is a responsiveness problem you think should be investigated, let us know.
