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
Complete the form below to view the guide
Please enter your first name
Please enter your last name
Please enter a valid email address
Please enter a valid phone number

Almost complete. Just tell us about the company you keep.

Please enter your company name
Please select number of employees
Please also send me occasional emails about Zendesk products and services. (You can unsubscribe at any time.)
Please select an option

Hooray! Access has been granted.

Sorry, something went wrong!

Please reload the page and try again, or you can email us at support@zendesk.com.

We are sending your request...please wait.