Connecting through conversations: Servicing the modern consumer in 2022 and beyond
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Connecting through conversations: Servicing the modern consumer in 2022 and beyond
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Retail
NRF Nexus Presentation July 2022 Dan Brady, Customer Success Manager, Pura Vida Andrea Paul Salerno, Director of Content and Research, Kustomer
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Connecting through conversations: Servicing the modern consumer in 2022 and beyond
- Connecting Through Conversations
- 90% of consumers would not shop with a retailer again if they provided bad customer service * Kustomer consumer survey
- Top 10 Support Drivers
- 87% Customer Satisfaction 78 Delighted NPS Monthly Average Rating of 8,649 Ratings Difference (previous vs. current): Monthly Average: +2 (+963) Promoters: +972 (+2%) Passives: -46 (-1%) Detractors: -37 (-1%) Monthly Average Rating of 3,902 Ratings Difference (previous vs. current): Monthly Average: +2% (-311 ratings) Good Ratings: +230 Bad Ratings: -44 Surveys Sent: -15,224 Response Rate: +8% Good Ratings: 3,405 Bad Ratings: 497 Surveys Sent: 22,136 Response Rate: 18% Promoters: 7,455 (86%) Passives: 496 (6%) Detractors: 698 (8%)
Editor's Notes
- Pretty common and some overlap on shipping/delivery issues from the holiday hangover but largely this is a great summary of the issues we handle every month.