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
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