Retailers and shipping carriers had a lot to prove during the 2014 holiday season. After delivery delays that frustrated customers and captured unflattering headlines the previous year, many retailers aimed to please more than ever.
In the 2014 Holiday Insights Study, StellaService set out to understand consumer preferences during the holiday shopping season and measure the customer service performance of 40 of the top online retailers. (See Methodology for the list of retailers included in this study)
StellaService gained insights into consumer expectations for the 2014 holiday shopping seasons through a consumer survey of 500 respondents from August 8-15, 2014 using Google Consumer Surveys.
For the study, StellaService Analysts measured customer support over the phone during the high-volume period of Black Friday through Cyber Monday.
And, in an effort to measure retailers’ ability to deliver on their promised delivery date, StellaService Analysts placed orders to four regions on the retailers’ stated Christmas cutoff dates. Additionally, StellaService gathered data on the speed and quality of the returns and refunds process.