2016 Holiday Insights

Service Performance Metrics and Trends


How was customer service performance impacted over the 2016 holiday season and how did performance compare to prior holidays? StellaService’s 2016 Holiday Insights report presents objective service performance data collected across 30 leading retailers throughout the 2016 holidays. The report reveals:

Phone and chat: how was speed and availability impacted over the holidays and who were the top performing retailers?

Christmas cutoff dates: did Christmas falling on a Sunday impact shipping cutoff dates, and how did 2016 dates compare to prior holiday seasons?

Buy Online Pickup In-Store: did retailers’ omnichannel offerings meet customer expectations?