Which online retailers are the most attentive? According to a Monday report from StellaService, SierraTradingPost.com is the speediest in answering its phones, while OfficeDepot.com responds to customer emails in the quickest time.
On average, customers emailing OfficeDepot.com get a response within 48 minutes. MusicianFriends.com came in a close second at 58 minutes, while Diapers.com was third with one hour and 23 minutes. Rounding out the top five was DisneyStore.com (1:47) and Abercrombie.com (1:50).
Also making the top ten were USAutoParts.com, Gilt.com, PCMall.com, Kohls.com, and ColdwaterCreek.com, which responded between three hours and five hours after an email was sent.
In contrast, it took CrateandBarrel.com nearly four days to respond to an email, SierraService said.
Customers calling SierraTradingPost.com, meanwhile, were only hold for an average of six seconds. YOOX.com came in second with 11 seconds, followed by the DisneyStore.com at 12 seconds, UrbanOutfitters.com at 17 seconds, and Grainger.com at 21 seconds.
Also in the top 10 were Nordstrom, Fingerhut, MarketAmerica. LL Bean, and Cableas, who only made customers wait between 21 and 27 seconds.
StellaService found that Barnes and Noble (BN.com) made callers wait the longest with an average call hold time of over eight minutes.
"These data points can help consumers navigate the online shopping universe and discover where to buy if speedy follow-up service is an important factor," StellaService said in a statement.
To reach its conclusions, StellaService logged about 1,200 calls, e-mails, and "mystery shopping" interactions over multiple days and multiple times periods. Click the infographic above for more details.
Barnes & Noble and Crate & Barrel did not immediately respond to a request for comment.
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