<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

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.

Take the test
PDF Preview

Do the test & receive your free PDF report

Your personal data is used for internal purposes only, and will not be sold or
shared with third parties. Anonymous results data will be publicly published in
ROBIN survey reports.

back

Statement  1 of 32

AVAILABILITY

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

Statement  2 of 32

AVAILABILITY

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

Statement  3 of 32

AVAILABILITY

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

Statement  4 of 32

AVAILABILITY

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

Statement  5 of 32

PRODUCTIVITY

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

Statement  6 of 32

PRODUCTIVITY

We have good oversight
on our busiest and quietest hours

Statement  7 of 32

PRODUCTIVITY

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

Statement  8 of 32

PRODUCTIVITY

We have clear goals in place
to improve our productivity

Statement  9 of 32

SPEED

We typically answer emails
within 24 hours

Statement  10 of 32

SPEED

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

Statement  11 of 32

SPEED

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

Statement  12 of 32

SPEED

Live chat is the fastest customer service channel
for online shoppers

Statement  13 of 32

FRIENDLINESS

Friendliness is a critical element to delivering
great customer service

Statement  14 of 32

FRIENDLINESS

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

Statement  15 of 32

FRIENDLINESS

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

Statement  16 of 32

FRIENDLINESS

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

Statement  17 of 32

EFFECTIVITY

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

Statement  18 of 32

EFFECTIVITY

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

Statement  19 of 32

EFFECTIVITY

We always solve our customers’ problem
in one service interaction

Statement  20 of 32

Effectivity

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

Statement  21 of 32

ENGAGEMENT

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

Statement  22 of 32

ENGAGEMENT

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

Statement  23 of 32

ENGAGEMENT

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

Statement  24 of 32

ENGAGEMENT

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

Statement  25 of 32

CONTRIBUTION

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

Statement  26 of 32

CONTRIBUTION

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

Statement  27 of 32

CONTRIBUTION

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

Statement  28 of 32

CONTRIBUTION

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

Statement  29 of 32

PREVENTION

Better pre-sales advice can significantly reduce returns

Statement  30 of 32

PREVENTION

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

Statement  31 of 32

PREVENTION

We actively measure the number of complaints, over time

Statement  32 of 32

PREVENTION

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

Nearly there!

Download the free
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.

Thank you, you will receive the PDF within 5 minutes by e-mail.
While you're waiting for your report, why not take a look at what ROBIN can do for you?

Checkout the ROBIN Program