Just 5% of Service Interactions with Online Retailers Are 'Stellar'

April 23, 2014 / 0 Comments

stellar-interactions

Earlier this month we introduced one of our proprietary metrics called “Stellar Performance” — an aggregate of the number of “Stellar Interactions” delivered by a retailer’s customer service team.

From our article last week:

We define a Stellar Interaction as one in which “the customer service representative diligently answered the initial questions, anticipated follow-up inquiries and offered supplemental information.” In these cases, not only are agents resolving issues and demonstrating policy and product knowledge, but also they are probing and anticipating the needs of shoppers and providing solutions with options. We think of these interactions as ones when the agent goes above-and-beyond the call of duty – an experience you’d want to tell your friends and coworkers about.

Our research team has now been tracking this metric for six months, and the result are less than, well, stellar. Overall, the results indicate that leading enterprise retailers have significant room for improvement when it comes to delivering “wow” experiences to customers.

During …

Read More

Screen Shot 2014-02-05 at 11.35.01 AM

VIDEO FEATURE

Webcast Recording: StellaService 2013 Holiday Insights Study

Read More

florist-small-business-customer-service

Yesterday

How Small Retail Businesses Can Win Big with Customers

How’s a small retailer to compete in the age of Amazon? The results of a new consumer survey furt...

Read More

7399282070_5ca5e54587_b

6 days ago

We Asked Twitter How To Deliver Customer Service On Twitter

More than eight years after the first 140 character message was posted on Twitter, many bus...

Read More

Screen Shot 2014-04-23 at 12.09.30 PM

8 days ago

Stella Benchmarks: L.L.Bean's Customer Service Hits Its Stride in March

L.L.Bean is back on top of Benchmarks. The outdoor apparel and equipment ret...

Read More

Screen Shot 2014-04-18 at 11.17.20 AM

8 days ago

How Lululemon Goes Above-and-Beyond for Customers More Frequently Than Any Other Retailer

By Jake Novick, Senior Research Associate, StellaService You...

Read More

Screen Shot 2014-04-16 at 5.40.56 PM

FEATURED COMPANY

How ASOS Aims to Deliver VIP Service To Twenty-Somethings Around the Globe

Whether it's real-time delivery status updates or free worldwide delivery an...

Read More

CATEGORIES

READ MORE