2nd Annual Dreamforce ¿09 ResponseAwards Winners

November 18, 2009 14:50 ET Announces Dreamforce '09 ResponseAwards Winners Performs 'Secret Shopper' ResponseAudit in Largest Research Study of Its Kind on Websites of 2875 Customers; Average Phone Response Time of 41 Hours With 60.06% Never Responding at All

SAN FRANCISCO, CA--(Marketwire - November 18, 2009) - announced its 2nd Annual ResponseAward winners from among 2875 customers, attendees and sponsors in the expo hall of the Dreamforce '09 trade show in San Francisco today.

Every year conducts ResponseAudit research to see how fast companies respond to inquiries on their websites. This study is 22 times larger than last year; the largest research study ever conducted on response times.

"We congratulate the winners," says Dave Elkington, CEO of "Web customers can look to these companies to provide world class responsiveness to Web inquiries."

Rank Customer         Time (m: ss)
1st     Hilton Grand Vacations          0:37
2nd     Cashman Equipment Co            1:02
3rd     OpenConnect Systems Inc         1:03
4th                  1:14
5th     Lightspeed Systems              1:21
6th     Centrifuge Systems              1:24
7th     Extreme Networks Inc            1:34
8th     Quickparts Inc                  1:42
9th     Champion Solutions Group Inc    2:14
10th    Patientkeeper Inc               2:38
11th    Birst                           3:00
12th    PureSafety                      3:05
13th    3Marketeers Advertising Inc     3:29
14th    Dexter & Chaney Inc             3:34
15th    Alert Logic Inc                 4:41
16th    CLP Resources                   4:51

The average phone response time was 41 hours, 7 minutes, and 12 seconds. Average phone attempts were 1.07 times before giving up.

The average email response time was 21 hours, 35 minutes, and 51 seconds. Average email attempts were 1.56 times.

Response times have gone down by 8.3% since last year as companies are aware of landmark lead response management research from MIT showing odds of making contact increase by 100 times if leads are called within 5 minutes versus waiting 30 minutes.

16 companies or 3.21% responded by phone and 48.51% by email within the best practice time of 5 minutes.

Companies who never responded rose to 60.1% this year from 37.1% last year, reflecting a larger and more diverse sample size and possible constraints due to economic factors.

Mr. Elkington continues, "5 minutes best practice is a long way from 41 hours average response times. Companies need to know that money spent generating web inquiries is wasted if 60% never respond at all. This ResponseAudit process brings visibility to their response practices and our immediate response dialer technology helps companies respond in seconds; differentiating them from competitors and saving marketing budget."

Winners were determined by ResponseAudit by, the technology that tests, tracks, and records email and phone responses to inquiries submitted to the most obvious offer on a Web site. Many of the non-respondents do not gather contact information. Auditors used 'secret shopper' tactics, posing as prospective buyers submitting fictitious contact information.

The Dreamforce '09 ResponseAwards were given for the three fastest responses by phone by live representatives. Email responses were reported but not awarded because of auto-responders that skew live response results.

Salesforce customers may contact the ResponseAudit team at the booth #213 at Dreamforce '09 to receive their complete audit results or by dialing 866-342-5370.

About was the first hosted lead management CRM solution with power dialer technology specifically for B2B. pioneered lead response management with research done with Dr. James Oldroyd of Kellogg, MIT and SKKU on the impact of immediate and persistent response to Web leads with live reps using phone dialer software. is announcing two new native B2B power dialer products embedded in Salesforce CRM at Dreamforce '09. Companies like MDeverywhere, Fusion-io,, and Dun & Bradstreet use Go to

Contact Information

  • Contact:
    Ken Krogue