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

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

Simplr State of CX study

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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