The holiday season does not bear good tidings for the retail industry’s customer satisfaction scores. As end-of-the-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 holiday season
Benchmark metrics for customer satisfaction
How some retailers maintain high customer satisfaction when things get busy
Download the full report for full details and insights
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 stacks up against the competition.