Buchanan E-Mail carries out website response surveys to benchmark best practice in the handling of customer service response by email. Acting as mystery shoppers, Buchanan surveyors send product and service specific enquiries to email contact points provided on websites. Our UK survey reports have covered local authorities, the police, Internet service providers, highstreet stores, retail banks, storecupboard product sites, computer hardware sellers and UK trade unions.   An example of our survey results..... our surveyors visited 361 websites 331 (or 92 per cent) were accessible at the time of the survey 299 (or 90 per cent) of these sites provided an email contact 299 email enquiries were sent 9 undeliverable mail messages were received.   from 290 successfully delivered emails 180 (or 62 per cent) responded within a 28 day period 110 (or 38 per cent) did not respond to the enquiries the buchanan findings As a result of our findings we produce benchmarking reports on the effectiveness of customer service by email in the UK. For more information on the Buchanan mystery shopper surveys contact Mary Williams Edgar at response@buchanan.co.uk the privacy report The Buchanan survey reports also examine how companies and organisations in the UK deal with the privacy of the consumer's personal information and make practical recommendations for the effective management of customer service by email.