Your usual holiday shopping customer service horror stories are making the rounds in the media, but let’s not forget about those retailers that provide a great experience.
StellaService, which collects customer service performance data from retailers on a daily basis, increased its sample over the four-day holiday shopping weekend as part of the 2013 StellaService Holiday Insights study, sponsored by global management and consulting firm Kurt Salmon. StellaService placed five calls each day to 60 of the most popular online retailers, amounting to 1,200 calls during the four-day shopping bonanza.
The Net-A-Porter Group was the top performer, with agents from Net-A-Porter.com ranking first and MrPorter.com – the retail group’s menswear store – clocking third overall.
Coach.com (2), Modcloth.com (4) and JCrew.com (5), rounded out the top five performers, which combined for an average Time to Live Agent of 24 seconds. Compare that to an average of 2 minutes, 53 seconds for the …