If you’re like most modern day consumers, you use social media not only to connect with friends, family, and colleagues, but also to contact businesses you interact with. In fact, […]

With back-to-school season upon us, it’s officially time for major retailers to begin preparing for the holidays. For some, this means hiring seasonal staff; for others, it may mean improving […]

It’s a tale of woe every online shopper can relate to: you’re shopping on a site and have a quick question about a product or a policy. After a quick […]

A few weeks back, Stella Metrics GM, Kevon Hills, sat down with Craig Barnes, SVP of Customer Care at Williams-Sonoma, for a fireside chat. The two covered a range of […]

Imagine you see a pair of shoes you like on a retail website. You’re ready to order, but are unfamiliar with the brand and want to know if the shoes […]

Across all customer support channels measured by StellaService analysts, Issue Resolution has historically been hardest to achieve on email. Over the past 2 years (June 2014 – May 2016), Email […]

One year in college, in the middle of writing a paper (well, watching Netflix) my beloved MacBook broke. It made a terrible noise — one that signaled sure and imminent […]

Did you know that 48% of customers who have had a negative customer service experience are likely to tell 10 or more people about it? On the other hand, just […]

StellaService, the only provider of objective customer service ratings and insights, today announced it has extended the reach of its data collection to measure the customer service and fulfillment performance […]