B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Dated
30%
30% -- share of stores answering phone within 40 seconds for UK ecommerce shops (2022)
In 30% of cases, a customer service agent answered the phone within 40 seconds.
- Calls tested on workdays between 9 am and 5 pm
Attribution:
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Lighthouse Research Team
Last verified:
·
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Source verified
Evidence graded
Value
30%
Unit
Percentage
Data Vintage
2022
Entity
Sample Size
75
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
95
Source Trust
60
Citation Chain
60
Independence
30
Methodology
45
Freshness
95
Source
Salesupply
Primary
Tier A
https://www.salesupply.co.uk/blog/benchmark-state-of-ecommerce-customer-care-in-uk/ ↗
Source Article
Benchmark: state of ecommerce customer care in UK - Salesupply
- Missed opportunity: Over half of the web shops only offers customer service from 9 to 5
- Nearly 60% of the stores answers the phone within a minute
- 32% replies to emails in one hour
- Close to half of the webshops offer chat as a channel
Customer service is vital in creating an extraordinary br…
Original Research
Salesupply
· Original study ↗
Methodology
Test calls on workdays between 9 am and 5 pm
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
UK ecommerce shops: 30% share of stores answering phone within 40 seconds. Source: Salesupply (2022). Via Lighthouse Intelligence -- https://lighthousedata.io/data/uk-ecom-phone-answer-40s-2022
HTML Embed
<blockquote cite="https://lighthousedata.io/data/uk-ecom-phone-answer-40s-2022" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>30%</strong> -- share of stores answering phone within 40 seconds for UK ecommerce shops<br><small>Source: Salesupply (2022) · <a href="https://lighthousedata.io/data/uk-ecom-phone-answer-40s-2022" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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