Retailers, both online and brick-and-mortar, failed to respond quickly to customer service e-mails during the 2001 holiday season.
A new report from Jupiter Media Metrix show that 30% of all retailers resolved online customer-service requests within six hours, compared with 27% last year.
“Santa might be relaxing now, but retailers can’t,” said David Daniels, Jupiter senior analyst, in a statement. “The implications of unsatisfying online service remain particularly harsh.”
Online-only retailers had a slight edge
