Your usual holiday shopping customer service horror stories are making the rounds in the media, but let’s not forget about those retailers that provide a great experience.
StellaService, which collects customer service performance data from retailers on a daily basis, increased its sample over the four-day holiday shopping weekend as part of the 2013 StellaService Holiday Insights study, sponsored by global management and consulting firm Kurt Salmon. StellaService placed five calls each day to 60 of the most popular online retailers, amounting to 1,200 calls during the four-day shopping bonanza.
The Net-A-Porter Group was the top performer, with agents from Net-A-Porter.com ranking first and MrPorter.com – the retail group’s menswear store – clocking third overall.
Coach.com (2), Modcloth.com (4) and JCrew.com (5), rounded out the top five performers, which combined for an average Time to Live Agent of 24 seconds. Compare that to an average of 2 minutes, 53 seconds for the entire field of companies.
Net-A-Porter.com averaged a speedy 19 seconds.
What’s more, all of the top performers had 100% Issue Resolution – a metric that measures whether a customer service agent solved the customer’s questions in full.
Average time to reach a live agent on Black Friday was 2 minutes, 16 seconds. The top five performers that day – Dillards.com, Net-A-Porter.com, UnderArmour.com, JCrew.com and Modcloth.com – averaged about 23 seconds.
Average time to reach a live agent on Cyber Monday was slightly longer at 2 minutes, 30 seconds. The top five performers on Monday – Dillards.com, UnderArmour.com, Net-A-Porter.com and Overstock.com – answered phones in an average of about 19 seconds.
Dillards.com clearly made an effort to staff appropriately during those high volume days – Black Friday and Cyber Monday. The retailer averaged 19 seconds and 11 seconds, respectively, but spiked on Saturday and Sunday to average about 43 seconds over the four days.
Unfortunately, not all consumers experienced speedy service. The bottom 10 performers averaged 5 minutes, 39 seconds. And, one retailer averaged more than 11 minutes to connect customers to a live agent.
See below for the companies that provided the fastest customer service over the phone during the holiday weekend:
Black Friday (11/29)
Cyber Monday (12/2)
Black Friday – Cyber Monday (11/29-12/2)