StellaService Report: Essential Holiday Ecommerce Data & Best Practices


Today we’re excited to release our Q3 2014 report, Essential Holiday Ecommerce Data & Best Practices. As more consumers are turning to the ease of online shopping, the stakes are rising for ecommerce retailers during the holiday shopping season. This report, available in full here, provides a snapshot of 2013 holiday performance, what service levels consumers expect for holiday performance in 2014 and how retailers are trending into those expectations as the holidays approach. The report covers the following areas:

2013 Holiday Performance
Failure to meet Christmas cutoff shipping guarantees left gift-givers empty handed and call centers flooded. After a disappointing Holiday 2013, shoppers are more attuned to delivery speed and accuracy than ever and meeting promised holiday cutoff dates has never been so important. Just 11% of consumers will shop with a retailer again if a holiday shipping guarantee isn’t met.

2014 Holiday Consumer Survey
Customers are more emotional than ever during the holidays and excellent service can create a customer for life. In an August 2014 survey of consumers holiday expectations, just 5% of respondents said they would shop again at a retailer that gave them bad service during the holidays.

2014 Year-To-Date Trends
While the average time to reach a customer service representative on Phone and Email is flat year-over-year, Chat support has improved significantly. This year more retailers are investing in Chat support and finding a higher Issue Resolution rate than Email. Delivery speed has also improved in 2014. More than half of the Top 25 retailers are now delivering in less than four days on average.


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