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

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