In 2024, ANSI Customer Service handled 37,901 total work stats. This included:
- 10,821 phone calls
- 21,116 emails
- 5,903 live chats
With the American National Standards Institute (ANSI) being the voice of the US voluntary consensus standardization sector, and the ANSI Webstore being the premiere resource for professionals and companies across industries to acquire standards, ANSI Customer Service serves as a key intermediary between you and the specifications and requirements you need to do your job.
2024 ANSI Customer Service Inquiries Breakdown
In 2024, ANSI Customer Service managed a vast range of subject matter through phone calls, emails, and live chats. This included not only questions about ANSI and the ANSI Webstore but numerous inquiries that do not relate to ANSI activities.
The most active categories that ANSI Customer Service dealt with in 2024 included:
- Other
- Problem with Order
- Webstore Inquiries
- Download Inquiries
- Refer to Other Department
“Problem with Order” reflects issues faced by customers during or after the purchase process on the ANSI Webstore. Credit card issues, for example, fall in this category.
“Webstore Inquiries” accounts for general questions relating to the Webstore.
“Download Inquiries” is specifically focused on downloading a file that is not DRM protected.
“Refer to Other Department” comprises the instances in which questions needed to be redirected to other departments at ANSI.
“Other” refers to any inquiry that does not fit into established categories, and this includes the questions directed to Customer Service that misinterpret ANSI activities. Some questions directed to ANSI Customer Service that fall under this category include:
- “What does ANSI do?”
- “What is ANSI?”
- “I need to buy parts” for anything
Similarly, Customer Service has handled inquiries on whether ANSI sell insurance (life and car), windows, doors, sliding doors, tires, sinks, toilets, water heaters, helmets, work boots, bicycles, car parts, lawnmowers, etc. It should be noted that ANSI is not a retailer for any of these products.
ANSI appearing in the titles of many American National Standards (ANSs) has also been a point of confusion and led to inquiries to Customer Service. Many products are produced according to an ANS, and this compliance is reflected by a note or marking by manufacturers on the product or its packaging. Products like sliding doors, windows, and helmets notably have this marking, and the presence of ANSI’s name on these products has encouraged the product users to reach out to ANSI for information. However, it should be noted that anyone who wants more information on these products should contact the manufacturer.
For information on the standards themselves, please reach out to their developer. We have compiled a list of contact information for standard developing organizations (SDOs) here: Who to Contact for Standards-Related Questions.
2024 ANSI Customer Service Stats vs 2023
Compared to 2023, phone calls showed a 5% decrease in volume, emails showed a 5% increase, and chats showed a 2% decrease. Total work stats showed a 1% increase over 2023 numbers.
Some categories that showed an increase in activity were:
- Accreditation
- Disconnects (phone/chat traffic that disconnects/hangs up)
- Other
Categories that showed decreased activity were:
- Referrals to Other Department
- Research
- Subscription Inquiry
Other Customer Service Highlights
In 2024, the Excerpt Request page and questionnaire was launched. Any individual or organization writing or developing a standard, research paper, book, or other original work that uses an excerpt from an ISO or IEC standard needs to request ANSI’s approval, and this new page serves as a centralized resource for this process. You can visit the ISO or IEC Standards Excerpt Request page here.
In total, there were 80 excerpt requests signed for 2024, including excerpt usage for the American Society of Mechanical Engineers (ASME), ASTM International, the American Welding Society (AWS), the Institute of Electrical and Electronics Engineers (IEEE), SAE International, and UL.
Customer service also handled 8 new deposit accounts. Deposit accounts enable ANSI Webstore customers to purchase individual standards without the use of a credit card. Instead, their account funds are used as the source of payment.
Reach Out to ANSI Customer Service
You can email info@ansi.org at any time or call 212-642-4980, or live chat with a customer service representative from 8:30AM-6PM EST Monday-Friday.