We evaluated 500 leading US Retailers on their ability to provide answers to 10 routine questions via Email, Chat, Facebook and Twitter. We invite you to download the study for detailed infographics, sector breakdowns and a best practice guides...

"For me the Eptica Study proved that, for many retailers, customer service is just talk – or actually lack of it. Don’t promise me great service and then take hours to respond to my requests, if you respond at all. The best companies get it, respecting their customers and their time – these are likely to be the winners in the competitive retail market."

Shep Hyken
Customer experience expert and writer of the Eptica Retail Multichannel Customer Experience Study’s foreword