Press Releases

2006 Press


(New York, NY - March 21, 2006) - JupiterResearch, a division of Jupitermedia Corporation (Nasdaq: JUPM) has found that of the 92% of Web sites offering email as a customer support option, only 41% acknowledge receipt of customers' messages with automated email responses. According to the JupiterResearch report entitled: "U.S. Customer Service & Support Metrics, December 2005," retail companies remained relatively consistent with results of previous years and other industries, such as finance and travel, showed significant decreases in auto-acknowledgement response performance. JupiterResearch is a leading authority on the impact of the Internet and emerging consumer technologies on business.

The research also shows that since 2000, the number of sites meeting a 24 hour threshold for email response continues to decrease. In fact, only 45% of sites resolved email inquiries within 24 hours. The most significant trend, however, is that 39% of sites took three days or longer to reply or did not respond at all. The number of these sites has grown 7% year over year from 2000 to 2005.

"Our research highlights a continued struggle among companies to master the email touch point," said Zachary McGeary, Associate Analyst at JupiterResearch and author of the report. "This growing segment of unresponsive companies is damaging customer loyalty and retention. These companies must either invest in appropriate technology or deprioritize email as a service touch point," added McGeary.

JupiterResearch pinpoints two main elements driving this unresponsiveness. The first is the continued rise in email volume and broad failure among contact centers to invest in appropriate email handling technology with the levels of automation necessary for handling email in large volumes. The second pertains to a consumer's propensity to contact the call centers when emails go unanswered.

"Failure to resolve requests via email is driving continued use of cost-intensive telephone work, negating any potential cost savings from handling inquiries via email," said David Schatsky, Senior Vice President of Research at JupiterResearch. "This continued rise of unresponsiveness does not bode well for customer satisfaction, which is ironically a top driver of investment in most customer service-related technology," added Schatsky.

The complete findings of this report are immediately available to JupiterResearch clients online at For additional information on JupiterResearch's Customer Service and Support research offerings visit or contact Kieran Kelly, Senior Vice President of Global Sales and Client Service, at 1-800-481-1212 or [email protected]

About Jupitermedia Corporation
Jupitermedia Corporation (Nasdaq: JUPM) (, headquartered in Darien, CT, is a leading global provider of original information, images and research for information technology, business and creative professionals. Jupitermedia includes Jupiterimages, one of the leading images companies in the world with over 7.0 million images online serving creative professionals with brands like BananaStock, Brand X, FoodPix, Botanica, Nonstock, The Beauty Archive, Comstock Images, Creatas Images, PictureQuest, Liquid Library, Thinkstock Images, Thinkstock Footage, Bigshot Media, Goodshoot, ITStockFree, Stock Image, Pixland,,,, and; and JupiterWeb, the online media division of Jupitermedia which operates four distinct online networks: and for IT and business professionals; for developers; and for creative professionals. JupiterWeb properties include more than 150 Web sites and over 150 e-mail newsletters that are viewed by over 20 million users and generate over 350 million page views monthly. Jupitermedia also includes: JupiterResearch, a leading international research advisory organization specializing in business and technology market research in over 30 business areas and vertical markets.

"Safe Harbor" Statement under the Private Securities Litigation Reform Act of 1995: Statements in this press release which are not historical facts are "forward-looking statements" that are made pursuant to the safe harbor provisions of the Private Securities Litigation Reform Act of 1995. Such forward-looking statements involve risks and uncertainties that could cause actual results to differ materially from those described in the forward-looking statements. The potential risks and uncertainties address a variety of subjects including, for example, the competitive environment in which Jupitermedia competes; the unpredictability of Jupitermedia's future revenues, expenses, cash flows and stock price; Jupitermedia's ability to integrate acquired businesses, products and personnel into its existing businesses; Jupitermedia's ability to protect its intellectual property; and Jupitermedia's dependence on a limited number of advertisers. For a more detailed discussion of such risks and uncertainties, refer to Jupitermedia's reports filed with the Securities and Exchange Commission pursuant to the Securities Exchange Act of 1934. The forward-looking statements included herein are made as of the date of this press release, and Jupitermedia assumes no obligation to update the forward-looking statements after the date hereof.

For information on this report and JupiterResearch contact:
Vic Beck or Peter Arnold
[email protected]

For information on Jupitermedia Corporation contact:
Lisa DiGiacomo
Marketing and Public Relations Associate
[email protected]

All current JupiterResearch press releases can be found on the World Wide Web at

All current Jupitermedia Corporation press releases can be found on the World Wide Web at