If you’re a retailer making customers wait two minutes or more to talk to a customer service representative on the phone, nearly half of consumers find that performance unacceptable.
To get a better understanding of shopper expectations this holiday shopping season, StellaService conducted a survey of 500 respondents from August 8 to 15, 2014 using Google Consumer Surveys.
When asked “How fast do you expect to reach a customer service representative over the phone during the holiday season?” 48% of respondents said they expect to be connected to a CSR in less than two minutes.
Interestingly, retailers’ ability to hit that mark differs across categories. We pulled the average Total Time to Live Agent by category for November through December 2013.
- Housewares – 54 seconds
- Apparel – 1 minute, 30 seconds
- Hardware/Home Improvement – 1 minute, 32 seconds
- Toys/Hobbies – 1 minute, 41 seconds
- Beauty – 1 minute, 42 seconds
- Department Stores – 2 …