Ecom_book_V1

Which brands have the fastest and most empathetic online CX?

To find the answer, we hired a third-party firm to "mystery shop" 800 brands in June 2020. Our hope is that results in this report serve as a benchmark and an inspiration for other brands during this challenging time.

This report includes:

  • How extreme wait times have affected customer loyalty 
  • Expectations for email first response times in February vs. June
  • How live chat is (and is not) being used effectively
  • Insight and advice from top performers

See if your company was part of this study!

Included in the report...

01 - Steve Madden
14 - Parachute home
15 - HappiestBaby
16 - AnineBing
02 - Calendly
17 - Paulas choice
19 - Betabrand
20 - Draper James
22 - Manscaped
03 - Brooklinen
23 - Hedley & Bennett
09 - Princess Polly
14 - Parachute home
12 -Black Riffle