StellaService has released statistics about the top performing retailers from Black Friday through Cyber Monday, and the results aren’t all that surprising, but still no less interesting. Many of the retailers turning up in their list have long been known to provide great customer service.
Over the weekend, StellaService analysts interacted with 60 of the most popular online retailers via phone five times a day, collecting metrics on speed (time to reach a live agent) and quality (issue resolution). More than 1,146 calls were placed to collect data about how the retailers matched up to one another during the year’s busiest time.
Only 10 companies called were able to connect shoppers to a live agent in less than 30 seconds on Black Friday, far below the overall average of 2 minutes, 16 seconds which was shown among the full sample.
Net-A-Porter.com held the title of top ranked retailer over the four day period. Dillards ranked first on Black Friday (19 seconds) and Cyber Monday (11 seconds).
Amazon also performed well in the phone survey, providing access to a live agent in under a minute, but did not break the top 10 for overall performance.
Check out the stats below for some more info.