In the 2013 StellaService Holiday Insights study, StellaService set out to stress-test the holiday performance of the 25 of the largest online retailers based on annual revenue.
The study looked at contact center performance during the high-volume period of Black Friday through Cyber Monday. And, in an effort to measure retailers’ ability to deliver on their promised delivery date, StellaService placed orders to three regions at the retailers’ stated Christmas cutoff dates.
The results show that while some retailers clearly made an effort to go above-and-beyond for customers, there are still opportunities for improvement for the U.S.’s largest online retailers.
StellaService Director of Research Kevon Hills is joined by Zappos Director of Customer Loyalty Team Rob Siefker to review the study’s findings in this webcast recording. A complimentary PDF of the study is also available here.
Previously on Happy Customer: