StellaService orders and returns nearly 12,000 e-commerce products annually for testing.
Dave Miller · Jordy Leiser, StellaService // Data Driven NYC 23 // January 2014 (Hosted by FirstMark Capital) · Mar 3, 2014 · at 16:12
Dave Miller, Head of Data Operations at StellaService, details the operational scope of mystery shopping used to benchmark retailer fulfillment and return workflows.
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“We get a, you know, almost 12,000 products are shipped around the country to our shoppers' homes, and they're, all of them get sent back.”
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More from Dave Miller
StellaService never reuses phone numbers or emails to maintain mystery shopper anonymity.
“We can never use the same phone number twice with the company. We can never use the same email twice.”
StellaService mystery shoppers log roughly 50 days of aggregate customer hold time.
“That also means we wait on hold forever. Humanity, just around 50 days. So overall that means, it's not one person sitting there 50 days, obviously, but it's a lot of time, because it takes us a lot of time to get to the person on the phone, as we all know.”