This statistic presents the level of customer service performance of fashion brands in the United Kingdom (UK) from 2016 to 2019, by online channel. In 2019, customer service capabilities of leading fashion brands in the UK achieved a score of 80 percent across Web Self Service channels. Twitter and Facebook lagged behind fashion brands' Web Self Service facilities, scoring a 50 percent responsiveness rate each.
Fashion retailers' level of customer service responsiveness online in the United Kingdom (UK) from 2016 to 2019*, by channel
* 2019 results refer to 1st quarter of 2019.
2018 was not included by the source in the report.
** Brands included in this research are as follows: Asos, Debenhams, JD Sports, Joules, New Look, Next, River Island, Sports Direct, Top Shop.
Methodology used in this study is described by the source as follows:
"Visit each website and look for answers for each of the five sector-specific questions,
Send 1 sector-specific question via email, Twitter and company Facebook page,
Record if channel unavailable and measure length to time to receive a response
Check if response answered the question - score 1 for a complete answer, 0 for not found or ½ for partial answer,
Visit each website, search for chat option. If available start chat session and ask sector specific question,
Time the session from initiation of conversation to end,
Time the session from initiation of conversation to end,
Compare the answers received via Twitter"
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Eptica UK. (February 21, 2019). Fashion retailers' level of customer service responsiveness online in the United Kingdom (UK) from 2016 to 2019*, by channel [Graph]. In Statista. Retrieved November 16, 2024, from https://www.statista.com/statistics/989477/fashion-retailers-level-of-responsiveness-online-uk/
Eptica UK. "Fashion retailers' level of customer service responsiveness online in the United Kingdom (UK) from 2016 to 2019*, by channel." Chart. February 21, 2019. Statista. Accessed November 16, 2024. https://www.statista.com/statistics/989477/fashion-retailers-level-of-responsiveness-online-uk/
Eptica UK. (2019). Fashion retailers' level of customer service responsiveness online in the United Kingdom (UK) from 2016 to 2019*, by channel. Statista. Statista Inc.. Accessed: November 16, 2024. https://www.statista.com/statistics/989477/fashion-retailers-level-of-responsiveness-online-uk/
Eptica UK. "Fashion Retailers' Level of Customer Service Responsiveness Online in The United Kingdom (Uk) from 2016 to 2019*, by Channel." Statista, Statista Inc., 21 Feb 2019, https://www.statista.com/statistics/989477/fashion-retailers-level-of-responsiveness-online-uk/
Eptica UK, Fashion retailers' level of customer service responsiveness online in the United Kingdom (UK) from 2016 to 2019*, by channel Statista, https://www.statista.com/statistics/989477/fashion-retailers-level-of-responsiveness-online-uk/ (last visited November 16, 2024)
Fashion retailers' level of customer service responsiveness online in the United Kingdom (UK) from 2016 to 2019*, by channel [Graph], Eptica UK, February 21, 2019. [Online]. Available: https://www.statista.com/statistics/989477/fashion-retailers-level-of-responsiveness-online-uk/
