Customer service performance of fashion brands online in the UK 2016-2019

This statistic presents the level of customer service performance of fashion brands in the United Kingdom (UK) from 2016 to 2019, by online channel. In 2019, customer service capabilities of leading fashion brands in the UK achieved a score of 80 percent across Web Self Service channels. Twitter and Facebook lagged behind fashion brands' Web Self Service facilities, scoring a 50 percent responsiveness rate each.

Fashion retailers' level of customer service responsiveness online in the United Kingdom (UK) from 2016 to 2019*, by channel

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Release date

February 2019


United Kingdom

Survey time period

2016 to 2019*

Number of respondents

10 respondents

Special properties

UK brands**

Supplementary notes

* 2019 results refer to 1st quarter of 2019.
2018 was not included by the source in the report.
** Brands included in this research are as follows: Asos, Debenhams, JD Sports, Joules, New Look, Next, River Island, Sports Direct, Top Shop.

Methodology used in this study is described by the source as follows:
"Visit each website and look for answers for each of the five sector-specific questions,
Send 1 sector-specific question via email, Twitter and company Facebook page,
Record if channel unavailable and measure length to time to receive a response
Check if response answered the question - score 1 for a complete answer, 0 for not found or ½ for partial answer,
Visit each website, search for chat option. If available start chat session and ask sector specific question,
Time the session from initiation of conversation to end,
Time the session from initiation of conversation to end,
Compare the answers received via Twitter"

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Statistics on "Multichannel retail in the United Kingdom (UK)"

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