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Retail eCommerce Benchmarking Study 2013

The Taylor Reach Group, Inc. a leading contact center and customer experience consultancy specializing in Retail eCommerce, is conducting the benchmarking study on customer experiences in the retail eCommerce vertical and the contact center channel.

Some areas we will be measuring and reporting upon include:

* are your customer satisfaction scores in line with industry standards?

* are your first call resolution rates in line with industry standards?

* What operational standards are practiced and achieved?

All responses will be confidential and all data will be aggregated. As a participant in the study we will share the Benchmark Study Executive Report at no charge to you (a USD$350 value!) so that you will be able to better understand the customer experiences you are delivering in comparison to industry averages and your peers.

To access click this link Retail ecommerce Survey. Sign up using your email and create a password. Then complete the survey. This will take about 20 to 30 minutes. If need be you can logout and back in at any time to complete it.


If you have any questions about the study or your participation, please feel free to contact us at 



John Cockerill


The Taylor Reach Group, Inc.

Mobile: 647-271-4678

Office: 416-979-8692  or 877-979-8692 Ext. 201

The Taylor Reach Group Website

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