<img height="1" width="1" style="display:none;" alt="" src="https://dc.ads.linkedin.com/collect/?pid=65934&amp;fmt=gif"> ROBIN | Competitive readiness test

Availability

Productivity

Speed

Friendliness

Effectivity

Engagement

Contribution

Prevention

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Competitive readiness test

Are you ready to crush
the competition
with service?

In the Digital Age, great customer service gives you competitive edge. The ROBIN readiness test gives you insights into your strengths and weaknesses, as measured against the 8 KPIs of customer service in eCommerce.

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About this test

In this test, we present you statements about what shoppers expect concerning customer service today. The test also contains statements about what eCommerce management needs to run an efficient, productive operation. You can answer ‘Strongly agree’, ‘Strongly disagree’ or somewhere in between. After the test you will receive a PDF with a personalized analysis & advice!

Availability

Shoppers want to be able to speak to a service rep before making a purchase. This KPI tells you if you were around to help - or not.

Speed

The Speed KPI tells you how fast your first response was, as well as your follow up responses for live chat, e-mail and other channels.

Effectivity

The Effectivity KPI tells you how good your service team is in solving problems and helping customers along their buying journey.

Friendliness

The Friendliness KPI helps you measure, analyse and optimise this critical prerequisite of great customer service.

Productivity

Measuring, analysing and optimising Productivity prevents your customer service team from slipping into the downward spiral.

Contribution

Measuring conversion & A.O.V. on service conversations gives you insight into the power of customer service in the pre-sales process.

Prevention

The Prevention KPI tells you how your service team impacts return rates and also keeps you focused on reducing complaints.

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Availability

Shoppers want to be able to speak to a service rep before making a purchase. This KPI tells you if you were around to help - or not.

Statement  1 of 4

The hours our customer service team can be reached
are prominently displayed throughout our website

Availability

Shoppers want to be able to speak to a service rep before making a purchase. This KPI tells you if you were around to help - or not.

Statement  2 of 4

We believe that live customer service availability
is a key ingredient to beat the competition in eCommerce

Availability

Shoppers want to be able to speak to a service rep before making a purchase. This KPI tells you if you were around to help - or not.

Statement  3 of 4

We know for certain how much of our total web traffic
we cover with our live customer service hours

Availability

Shoppers want to be able to speak to a service rep before making a purchase. This KPI tells you if you were around to help - or not.

Statement  4 of 4

In an ideal world, all our shoppers
would have access to live customer service

Productivity

Measuring, analysing and optimising Productivity prevents your customer service team from slipping into the downward spiral.

Statement  1 of 4

We have an accurate grip on our workload
in terms of incoming versus outgoing messages

Productivity

Measuring, analysing and optimising Productivity prevents your customer service team from slipping into the downward spiral.

Statement  2 of 4

We have good oversight
on our busiest and quietest hours

Productivity

Measuring, analysing and optimising Productivity prevents your customer service team from slipping into the downward spiral.

Statement  3 of 4

We typically have enough customer service
reps - at the right time - to manage our workload

Productivity

Measuring, analysing and optimising Productivity prevents your customer service team from slipping into the downward spiral.

Statement  4 of 4

We have clear goals in place
to improve our productivity

Speed

The Speed KPI tells you how fast your first response was, as well as your follow up responses for live chat, e-mail and other channels.

Statement  1 of 4

We typically answer emails
within 24 hours

Speed

The Speed KPI tells you how fast your first response was, as well as your follow up responses for live chat, e-mail and other channels.

Statement  2 of 4

Answering customer e-mails within 1 hour
is becoming the new standard

Speed

The Speed KPI tells you how fast your first response was, as well as your follow up responses for live chat, e-mail and other channels.

Statement  3 of 4

We have good insight into our
customer service response times on e-mail

Speed

The Speed KPI tells you how fast your first response was, as well as your follow up responses for live chat, e-mail and other channels.

Statement  4 of 4

Live chat is the fastest customer service channel
for online shoppers

Friendliness

The Friendliness KPI helps you measure, analyse and optimise this critical prerequisite of great customer service.

Statement  1 of 4

Friendliness is a critical element to delivering
great customer service

Friendliness

The Friendliness KPI helps you measure, analyse and optimise this critical prerequisite of great customer service.

Statement  2 of 4

Our customer service staff really understand the importance
of being friendly in their service conversations

Friendliness

The Friendliness KPI helps you measure, analyse and optimise this critical prerequisite of great customer service.

Statement  3 of 4

We have tools and processes in place to measure the friendliness
of our customer service conversations

Friendliness

The Friendliness KPI helps you measure, analyse and optimise this critical prerequisite of great customer service.

Statement  4 of 4

Our staff are well-trained in the soft skills
that help them better connect with our customers

Effectivity

The Effectivity KPI tells you how good your service team is in solving problems and helping customers along their buying journey.

Statement  1 of 4

Customer’s problems should always
be solved in a single interaction

Effectivity

The Effectivity KPI tells you how good your service team is in solving problems and helping customers along their buying journey.

Statement  2 of 4

We have a good grip on how many interactions it currently takes
to solve our customers’ problems

Effectivity

The Effectivity KPI tells you how good your service team is in solving problems and helping customers along their buying journey.

Statement  3 of 4

We always solve our customers’ problem
in one service interaction

Effectivity

The Effectivity KPI tells you how good your service team is in solving problems and helping customers along their buying journey.

Statement  4 of 4

An effective problem-solving customer service team
has huge impact on how much a customer spends

Engagement

Actively optimising Engagement on your eCommerce site is a powerful method to improve CX, boost revenue and reduce returns.

Statement  1 of 4

It is perfectly usual for a shopper
to leave a website with unanswered questions

Engagement

Actively optimising Engagement on your eCommerce site is a powerful method to improve CX, boost revenue and reduce returns.

Statement  2 of 4

Actively soliciting questions from shoppers
is key for a competitive customer experience

Engagement

Actively optimising Engagement on your eCommerce site is a powerful method to improve CX, boost revenue and reduce returns.

Statement  3 of 4

We actively measure our Engagement
(the proportion of visitors who engage in a customer service conversation)

Engagement

Actively optimising Engagement on your eCommerce site is a powerful method to improve CX, boost revenue and reduce returns.

Statement  4 of 4

We have good insight into the proportion of engagement
that happens in pre-sales as opposed to after sales

Contribution

Measuring conversion & A.O.V. on service conversations gives you insight into the power of customer service in the pre-sales process.

Statement  1 of 4

Live chat is the most effective customer service channel
for turning online shoppers into buyers

Contribution

Measuring conversion & A.O.V. on service conversations gives you insight into the power of customer service in the pre-sales process.

Statement  2 of 4

We believe we could convert more than 20%
of our live chat conversations into an order

Contribution

Measuring conversion & A.O.V. on service conversations gives you insight into the power of customer service in the pre-sales process.

Statement  3 of 4

Our customer service reps fully capitalise on
up- and cross-sell opportunities in live chat

Contribution

Measuring conversion & A.O.V. on service conversations gives you insight into the power of customer service in the pre-sales process.

Statement  4 of 4

We actively coach and train our customer service reps on how to
capitalise on up- and cross-sell opportunities in live chat

Prevention

The Prevention KPI tells you how your service team impacts return rates and also keeps you focused on reducing complaints.

Statement  1 of 4

Better pre-sales advice can
significantly reduce returns

Prevention

The Prevention KPI tells you how your service team impacts return rates and also keeps you focused on reducing complaints.

Statement  2 of 4

We actively measure the return % of
orders through pre-sales advice

Prevention

The Prevention KPI tells you how your service team impacts return rates and also keeps you focused on reducing complaints.

Statement  3 of 4

We actively measure the number
of complaints, over time

Prevention

The Prevention KPI tells you how your service team impacts return rates and also keeps you focused on reducing complaints.

Statement  4 of 4

Typically, less than 5% of customers
will speak up if they have a complaint

Nearly there!

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PDF with your
test results!

Complete your details and receive an analysis of your test results and practical advice on how to improve your eCommerce customer service model.

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