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BY THE NUM BERS Measuring Performance: The Top 10 Average Email Reply Times of the Largest 100 Internet Retailers in the US OfficeDepot.com 0:48:00 MusiciansFriend.com 0:58:40 Diapers.com 1:23:48 DisneyStore.com 1:47:40 Abercrombie.com 1:50:45 USAutoParts.com 3:38:00 Gift.com 4:43:00 PCMall.com 4:49:48 Kohls.com 5:02:00 ColdwaterCreek.com 5:06:10 Avg of Top 100 Retailers 17:00:00 0:00:00 3:36:00 7:12:00 10:48:00 14:24:00 18:00:00 Source: Internet Retailer/STELLAService, 2011CHAPTER 6: EMAIL CUSTOMER SERVICE 61 HelpScout.net

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