Research

20th Annual Mystery Shopping Study: Customer Service

By February 9, 2017 No Comments

“Results of Astound Commerce’s 20th Annual Mystery Shopping Study (formerly the e-tailing group), conducted during 4Q’16, recognizes 7 retailers, out of the 100 benchmarked (AC100), as excelling at customer service. In today’s omnichannel climate where differentiation is increasingly difficult and customer expectations heightened, customer service is critical for delivering differentiated shopping experiences. These retailers have invested in customer service excellence and we commend their performances. During the 2016 holiday season, $63.1 billion was spent online on desktop computers, marking a 12-percent increase versus comparable days in 2015, making it even more challenging to perform.