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STELLAService Results of Internet Retailers Customer Response Times

Posted by David  •  Jun 15th, 2011 6:05:43 pm - Subscribe | Mood: good | Music: No Music

Stella Email Call Customer Response Times


Stella Service which used a network of full time mystery shoppers to evaluate, and rate each Internet retailers customer response times. They made over 1,200 interactions via phone, and email to these companies regarding a product or service and here are the results of
that survey.


1. Sierra Trading Post located at sierratradingpost.com ranked 1st when it came down to the shortest amount of time that customers had to wait on hold. 6 seconds!

2. Office Depot located at officedepot.com best at getting back to emails. 48 minutes!

3. Barnes and Noble located at barnesandnoble.com gets the worst support customer hold time 8 mins and 3 seconds.

4. Crate and Barrell located at crateandbarrel.com gets the worst email response time at 88 hours to get back to you. Keep in mind these are the averages.

Only one company made it in to the top 10 for the speedway email and phone support and that was The Disney Store, at disneystore.com 12 seconds to answer the phone, and 1 hour and 47 minutes to respond to email.

Would any one agree that response time under 1 hour is not bad to receive an email response? I know at where I work, we do our best to respond in the first 10 to 15 minutes.

External Link:
Top Response Times from the Top 100 E-Retailers

Comments 1  •  Jun 15th, 2011 6:05:43 pm - Subscribe  •  Tweet this entry | Post a comment



Responses

anonymous Says:
October 09th, 2013

wrote:Thats true, the weird thing is when I take out my XT sim and put in my Vodafone sim, everything fixes itelsf. It makes me wonder who is not following the proper standards, if there are any standards. Knowing the reputations of Apple and Telecom, the natural reaction is that Telecom is going take most of the bashing lol regardless of whose fault it is.(koruki has made 2 comments)Yes, because Vodafone are an official carrier. The problem *only occurs* when you insert a SIM card from an unofficial carrier. It has nothing to do with proper standards at all. The simple matter of fact is that when you put in a SIM card from an official carrier, the phone does different things to when you put in a SIM card from an unofficial carrier.In this case, it would appear that the things that the phone does when you have an unofficial carrier's SIM card in results in a bug appearing. As mentioned above Apple are working on the problem and one would hope the problem is fixed in 5.0.1. I don't see how Telecom should be taking any blame at all given that they have never sold the device, don't support the device, and no other devices on their network exhibit the same problem.FWIW I cannot see how this could be the fault of Telecom. The bit that isn't working is the part where the phone matches numbers to names. The carrier has no involvement in this process, not from a network level and not from a SIM card level. It is all in the phone software. The *only* way this could possibly be happening is if Apple has started relying on some weird field in the SIM card for some crucial piece of information, but I highly doubt this is the case this time around.As mentioned above, Apple are aware of the issue and they are working on a fix. That is all. Any anger towards Telecom is severely misdirected as there is so far absolutely no evidence that this has anything to do with their actions or inactions. In all likelihood Apple will fix the problem in a subsequent update without Telecom lifting a finger.(rdw11 has made 15 comments)

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