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

April 23, 2014 / 0 Comments


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 …

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