Customers Expect Refunds In Less Than 7 Days This Holiday Season


The majority of online shoppers expect to get refunds back in one week or less during the holidays. But, StellaService data shows that many of the largest retailers in the country are not meeting these expectations as we head into the holiday shopping season.

In our 2014 Holiday Consumer Survey, 73% of shoppers expect a refund in a week or less during the holiday season. Breaking that 73% down, 39% expect a refund in less than 4 days and 34% expect a refund in 4 to 7 days.

So, how does the actual performance of retailers stack up against these expectations?

Our research team dug into the performance data behind 25 of the largest retailers (complete list of companies is available at the end of this article) and found that overall, average refund speed is not matching up with the expectations of shoppers.

Here’s the breakdown of how fast Top 25 retailers issued refunds from February to July 2014:

  • 8% issued refunds in less than 4 days
  • 20% issued refunds in 4 to 7 days
  • 64% issued …

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Postal Service Plays A Role In One-Third of Ecommerce Deliveries


By Jake Novick, Senior Research Associate, StellaService

The U.S. Postal Service plays a much bigger role in the success of ecommerce than many industry watchers realize.

While the Postal Service remains in the scrutiny of the public eye – posting $2 billion in losses last quarter alone — there is a bit of a bright spot that may foretell its place in the future – carrying packages the last mile for the larger carriers like UPS and FedEx. As ecommerce continues to balloon, getting parcels to customers’ doors in a timely manner has become vital component to a great shopping experience.

In the past, we have highlighted some retailers who are using carrier service upgrades to ensure speedy delivery to all regions of the country regardless of the location of distribution centers. However, less attention has been paid to the role of the USPS, which some view as a relic of ecommerce delivery. At first glance you might be right – StellaService data indicates that only …

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Consider These 3 Ecommerce Customer Service Holiday Stats


The ecommerce world is busy preparing for the 2014 holiday rush. To get a better understanding of shopper expectations this holiday shopping season, we conducted a survey of 500 respondents from August 8 to 15, 2014 using Google Consumer Surveys.

The results are in, and here are a few points to consider when planning for the holiday deluge:

  • Just 5% of shoppers say they’ll return to shop from a company that gave them bad service during the holidays
  • 49% of respondents are likely or very likely to buy online and pick up in store this holiday season
  • 53% of respondents said that Email is the preferred communication channel during the holidays, with phone coming in second (28%)

This is a snapshot of the survey results. Stay tuned as we’ll be diving in and looking at the results by age, gender and geographic region of the U.S., and stacking those results up against the true performance data of the largest retailers.

To get the complete results, join us August 26 for a live …

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Customer Service Is Major Blind Spot for CMOs


Jordy Leiser is Co-founder and CEO of StellaService.

Your marketing team has planned a blowout launch party. You’ve shot glossy product photos and unveiled an awesome ad campaign. Your website is open for business.

But after all this hard work, does your CMO know what it’s truly like to be a customer of your company? Does the CMO know the concerns your customers are voicing directly to the customer service department on a daily basis? Does she know what your packages look like when they arrive at the customer’s door?

Many CMOs and marketing leaders don’t have direct knowledge of how service is being delivered to the customer, and they possess a significant lack of understanding of how the brand message they’ve painstakingly crafted is translating to customers in their everyday interactions.

In today’s fast-moving digital era of instant gratification and expectation, the idea that a marketer does not have a thorough knowledge of how the brand …

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Google and Barnes & Noble Launch Same-Day Book Delivery

“Google Inc. and Barnes & Noble Inc. have launched same-day book delivery to consumers in Manhattan, the San Francisco Bay area and West Los Angeles. The move represents the latest effort by a prominent retailer to entice online shoppers with same-day deliveries. Consumers can place orders for same-day delivery through Google Shopping Express. Launched last year, Google Shopping Express works with about 20 retailers. Besides Barnes & Noble, No. 28 in the Internet Retailer 2014 Top 500 Guide, they include Staples Inc., No. 3,; Target Corp., No. 18; Toys ‘R’ Us Inc., No. 34; Walgreen Co., No. 43; and American Eagle Outfitters Inc., No. 66.” [Source: Internet Retailer]

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