There is a popular image of retail “customer service” as a call center in some faraway land filled with people you can’t understand, yet somehow their names are Chad or Stacy. (An image, I believe, that retailers don’t mind perpetuating if it keeps you from calling.) But, somehow people still use the telephone.
So how was their experience on Black Friday, one of the toughest shopping days of the year? The Consumerist reports on a survey:
The survey, conducted by the folks at STELLAService, looked at the 35 largest online retailers — most of which are websites for major bricks-and-mortar stores — to determine how these companies performed at responding to phone and online chat requests. Consumerist.com
2012 Top 5:
JCPenney :22 sec, Office Max :30 sec, Amazon :59 sec, Target 1:05, Gap 1:33
2012 Bottom 5:
HSN 5:46, Dell 8:49, Walmart 11:20, TigerDirect 12:14, Costco 12:34
Read the article to see all the results. Did you call any customer service on Black Friday? How was your experience?
And, for the record, MindField Online uses home-grown customer service talent. If you can’t understand them, it’s just because they are from West Virginia! Have a great weekend!