The E-tailing Group has published its fifth annual Top 10 list of e-commerce sites with strong customer service, identifying (in alphabetical order) Ashford.com, CDNow.com, CDW, Cooking.com, HPshopping.com, HSN, Lands’ End, Musician’s Friend, Office Depot and Wal-Mart.
One hundred sites were evaluated by “mystery shoppers,” and rated according to specific requirements that facilitated quick, easy and informed transactions.
One of the more interesting criteria evaluated was the speed with which companies responded to customer service-related e-mails.
The average for all hundred sites was just under 19 minutes. Musician’s Friend and CDW came in at 12 and 15 minutes, respectively. WalMart.com responded in 20.3 hours.
One hundred sites were evaluated by “mystery shoppers,” and rated according to specific requirements that facilitated quick, easy and informed transactions.
One of the more interesting criteria evaluated was the speed with which companies responded to customer service-related e-mails.
The average for all hundred sites was just under 19 minutes. Musician’s Friend and CDW came in at 12 and 15 minutes, respectively. WalMart.com responded in 20.3 hours.
- KC's View:
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One of our favorite sites has a great approach to responding to customer questions.
If you wish, when you go on its site, you give them your phone number…and they’ll call you back ASAP…which usually means about 30 seconds.
