Simplr employs mystery shoppers to rate DTC brands on three ‘Rs’ of CX

Shane Schick tells stories that help people innovate, and to…

A study of online shoppers from Simplr shows 72 per cent rate a brand’s responsiveness just as high now as they did before the pandemic, and the “COVID-19 excuse” won’t be enough to mollify them if they don’t get service in a timely manner.

The San Francisco-based firm, which offers virtual support teams that use AI to replicate a brand’s tone, released its State Of CX study earlier this week, though the original research began prior to the outbreak of the novel Coronavirus in March.

Besides the survey of 500 online shoppers, Simplr also employed a third-party firm to act as “mystery shoppers” to close to 800 direct to consumer (DTC) brands, rating them not only on responsiveness across digital channels but also

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Shane Schick

Shane Schick tells stories that help people innovate, and to manage the change innovation brings. He is the former Editor-in-Chief of Marketing magazine and has also been Vice-President, Content & Community (Editor-in-Chief), at IT World Canada, a technology columnist with the Globe and Mail and Yahoo Canada and is the founding editor of ITBusiness.ca. Shane has been recognized for journalistic excellence by the Canadian Advanced Technology Alliance and the Canadian Online Publishing Awards.