Something missing?
Do you have the same concerns around peak trading as the retailers we’ve spoken to?
We surveyed 500 retail leaders to find out how they think customer service may be impacted during this year’s peak ecommerce season.
Over half of UK and US retailer respondents worry service levels will drop due to staffing challenges.
Fulfilling orders reported as top concern, followed by internal budget constraints hampering the customer experience
44%
of retail leaders say they don’t have enough staff to support the upcoming peak season, and need to staff up.
Sorted, 18th July, 2022
52%
of retail customer service and operations managers believe they are understaffed for the upcoming ecommerce rush and fear service levels will drop as a result.
Sorted, 18th July, 2022
The survey, consisting of 500 retail leaders across the UK and US, revealed that 50% of surveyees say the employee shortage will make the peak retail season a difficult period. When asked what the biggest concerns were, fulfilling orders was ranked as the top. As fears grow around a recession, this was closely followed by internal budget constraints threatening the customer experience. Drops in customer satisfaction, a rise in WISMO (where is my order) enquiries and coping with an influx of returns were also identified.
Unsurprisingly, three quarters of respondents expect WISMO to increase during peak season by more than 10%, while over half think it’ll increase by more than 20%.
The research also revealed that 37% of respondents think peak season will be busier than any other, perhaps down to the importance of discounts during rising costs. To cope with demand, 48% plan to tackle the customer contact centre rush by hiring more staff, while 47% plan to provide customers with more self-serve information on their orders.
Do you want to increase sales and reduce WISMO?
Book a demo with our team to learn how post-purchase communications can give your delivery experience a boost.
