Zendesk Research:

Retail and the Christmas holidays

Image: Retailers Guide

The Christmas season does not bear good tidings for the retail industry’s customer satisfaction scores. As end-of-year shopping brings an influx of new customers, many companies struggle to keep up with the accompanying increase of service and support tickets. With retail customer satisfaction falling 6 percentage points this quarter, what are the reasons behind this seasonal dip in satisfaction? This Zendesk research report explores:

  • Year-to-year effects of seasonality
  • Ticket volume and agent workload during the Christmas season
  • Benchmark metrics for customer satisfaction
  • How some retailers maintain high customer satisfaction when things get busy

If you're a fan of metrics, analytics and other things with numbers in them, visit the Zendesk Benchmark page to see how your customer support compares with the competition.

Image: Zendesk Benchmarks
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