2. What was tested?
_________________
We benchmarked 10 British Bookmakers
and their Customer Service.
The test checked 3 aspects of Customer Support work:
availability (up to 13 pts), helpfulness (up to 12 pts) and
time to respond (up to 10 pts).
Total points to be gained - 35
5. Time to respond
_________________
We gave 10 pts in this category. 5 for chat and 5 for
email. We developed a scale where fast answers were
rewarded highes and if there would be no answer within
15 min (chat) and 24h (email) - the bookmaker would
not gain any points.