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!