Retail Multichannel Customer Experience Study 2015
The 2017 edition is available to download now.
We evaluated 40 leading UK retailers, split between 4 sectors (food & wine, consumer electronics, entertainment and fashion) in 5 areas:
1. Their ability to answer ten basic, sector-specific questions via their website
2. On the speed and accuracy of their response via their email channel
3. On the speed and accuracy of their response to a directly tweeted question
4. For their ability to answer a question through web chat (if offered)
5. On the consistency of response across digital channels (email, Twitter and web chat)
We invite you to download the full study with full analysis, infographics and a best practice guide to improving Customer Experience.
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