EMAIL RESPONSES

SBR EMAIL RESPONSE TEST: FEBRUARY 11, 2010

Objective: To test the speed and effectiveness of sportsbook customer service by email.

Test Email Submission

Hi...........I've got some questions before registering an account.

Whats your best bonus I can claim for March Madness?
Can I bet on NBA quarters?
If I want to buy more than 3 points on any basketball game, will I be able to and what is the pricing breakdown?
I travel often and use different IP addresses. Is this going to be a problem?
May I tease both College and Pro basketball?

Sincerely
Wayne Allstead

Response time:	60 min or less	1 - 2 hours	2 - 4 hours	4 - 24 hours	over 24 hours	None
Grade:	A	B	C	C-	D	F

Sportsbook Name/ E-mail Address	SBR Response Rating	SBR Comments on Book's Response	Actual Response
The Greek support@thegreek.com	Email Test Grade: A+ Sent: 01:20 PM Received: 01:43 PM Time Elapsed: 23 minutes	Quality of Response: Good Comments: The Greek was all business in its reply to Wayne, replying to his email within 25 minutes and providing decent answers. Wayne's only critique was that he was asked to visit the Greeks website for a breakdown on point buying odds.	Book's Response
BetED help@beted.com	Email Test Grade: A+ Sent: 01:20 PM Received: 01:48 PM Time Elapsed: 28 minutes	Quality of Response: Good Comments: BetED provided a reply to Wayne's query within 28 minutes. The answers provided were clear and concise. Wayne feels comfortable that in the event he has any additional questions that they will be handled in a professional manner.	Book's Response
BetJamaica support@betjm.com	Email Test Grade: C Sent: 01:20 PM Received: 04:03 PM Time Elapsed: 2 hrs, 43 minutes	Quality of Response: Poor Comments: Wayne wasn't pleased with the reply from BetJamaica. First, it took nearly three hours. Second, his question on point buying was not accompanied by an odds chart per his request. He was also directed to a BetJamaica website link at the end of the email for more information, rather than asked to email any further questions he might have. Given the level of customer service extended in that email, Wayne can understand why.	Book's Response
Dimeline Sportsbook dimeline@smartanswer.com	Email Test Grade: A+ Sent: 01:20 PM Received: 01:28 PM Time Elapsed: 8 minutes	Quality of Response: Good Comments: Wayne received an automatic reply within two minutes stating that his email had been received and would be assigned to a representative for followup. Naturally, Wayne assumed that this would be a lengthy wait thinking that a sportsbook with fast email service would be more likely to just reply themselves in the first place. To Wayne's surprise, Dimeline answered his query with a personalized response within 8 minutes. Dimeline knocked it out of the ballpark by providing clear and detailed answers to his queries.	Book's Response
Skybook Support@skybook.com	Email Test Grade: F	Quality of Response: N/A Comments: Wayne's email was unanswered. He even sent a second email to make sure the first went through okay and that one also remained unanswered. Wayne stopped caring about Skybook and decided to pursue other sportsbooks with better email service.	N/A
Sportsbook.com cashier@sportsbook.com	Email Test Grade: A- Sent: 01:20 PM Received: 02:26 PM Time Elapsed: 1 hr, 6 minutes	Quality of Response: Fair Comments: Despite Sportsbook.com's reputation of providing poor customer service, Wayne looked upon them favorably for at least answering his email in about an hour and six minutes. Wayne wasn't crazy about all the hyperlinks placed in the email reply, but as the answers were complete enough without them he didn't mind too much.	Book's Response