06-13-2011 08:09 PM - edited 06-13-2011 08:19 PM
PC Magazine published current data on the retail companies with the top ten fastest response times to emails and wait times on calls to customer service, as well as the worst in both. On customer service wait times, B&N was dead last, with customers avaraging 8 minutes on hold.See link below.
06-13-2011 08:18 PM
They really don't tell us much about their metrics.
They claimed to study 100 retailers across two variables, response time to email and hold time on the phone.
So that's 200 measurements to make to get throug the sample once. Stellas says of their study "1200 calls, e-mails, and “mystery shopping” interactions"
which means that each merchant was measured an average of 6 times on each variable.
I don't know how well people in this industry think that 6 measurements do at describing this kind of thing.
In my industry, I think the expectation is to average 20 calls before we'll accept a measurement of (for instance) a hold time.
06-13-2011 08:20 PM
While i will not dispute the article, i called CS today and was on hold less than 2 minutes. Not bad. By the way, made the call at 1:23 EDT which means that this should have been a fairly high traffic time.
06-13-2011 08:32 PM - edited 06-13-2011 09:44 PM
Even 2 minutes is below the average response time for for all 100 retailers combined. I've had fast reponse times (sometimes no hold), but this has been an ongoing complaint for many since the Nook1 E-ink was launched in November 2009; Just thought it was interesting that a third party documented the same trend.
Thanks for posting the additional link; 6 is a pretty small sample.
06-13-2011 11:00 PM
In B&N defense(yes I'm a fanboy), they are probably still answering the 1 mil. calls on how to remove the cookbook. These things just take time.
06-13-2011 11:32 PM
I was actually expecting worse. From reports I've seen here I was almost expecting the report to say an average of 30 mins. 8 mins is actually not bad for phone CS at all considering what I've heard. Still doesn't change the fact they placed dead last though
06-14-2011 08:20 AM
Lets be honest here, Is there really any big company that has a great response time with Customer Service that is always dependable?
Being a long time gamer,Tech User & Uitilies user i can honestly say most all are about the same. Some are worse then others (Sony do you hear me?) but in general they are all on Par.
06-14-2011 12:27 PM
Most in the top 10 are not answering customer service calls about technology products. BN is currently trying to transition from having CS that basically only had to respond about deliveries not being accurate say 2 years ago and is now answering questions about a fairly sophisticated device, I think they are doing pretty good. Of course, they could do better. They could have better trained nook people in the stores and vest them with more authority like Apple does with the "genius".
Frankly, I have been on hold longer than 8 minutes other places and I don't think I ever had an 8 minute hold time at BN.
Also remember this survey was retailers. Trying calling MS sometime and see how long it takes to get through.
06-14-2011 01:33 PM - edited 06-14-2011 01:42 PM
"Lets be honest here, Is there really any big company that has a great response time with Customer Service that is always dependable?
I think the above statement is accurate, the only company listed that was a tech oriented sales company was PCMall, and 100% of their sales comes from online, so they live and die by the phone and orders over the internet. Most of the others were clothing & household goods companies and some like PCMall live and die by the phone and internet.
A lot depends on when the survey was conducted too, if it was during the week of the 1.2 update, also were all the companies contacted during the same time of day?
I do not want to defend B&N customer service, there has been so many complaints on this forum, yet among the majority of Nookcolor regulars on this forum most have had decent service. I have encounter in about 6 calls 1 complete idiot. I have only talked to the USA version of B&N's cust. support once, the other times were the Philippines version.
Note it is the official policy of B&N that if you connect with the PI B&N cust. support you can request USA cust. support and they by policy have to transfer you.
from another thread
called B&N "Help" line and asked to be transferred back to U.S./American techie and all refused to do so.
I have been told by two separate B&N stores that the official policy regarding tech support calls and talking to a Filipino tech rep, if you request USA support they have to transfer you. If I called twice and got the same response, I would call my local store and have them make the call to USA support and call your phone. I have already done this once.
06-14-2011 02:48 PM
I can't even remember how many times I have called CS, and I have never been put on hold for more than a minute or two. I have purcchased on line and spoke with IT folks, and they have always been great.
06-14-2011 05:50 PM
From the article:
"To reach its conclusions, StellaService logged about 1,200 calls, e-mails, and "mystery shopping" interactions over multiple days and multiple times periods. "
On what days? B&N released a much anticipated update for a device we are all familiar with a few weeks ago, and they started shipping a brand new device what, about a week ago? So my question is how much of this study was impacted by the temporary increase (and how big was the increase?) of "user error" calls, complaints, and questions? I think the results come down to bad timing.