K-B Toys' online toy-selling arm, KBkids.com, received high marks for customer service and site performance from Forrester Research and Keynote, authorities in online retail performance.
Forrester's PowerRankings called KBkids.com's customer service the fastest of e-commerce toy sites tested. KBkids.com customer service representatives answered customer calls quickly, responding to 80% of calls within 20 seconds or less. Improvements to the web site made in August 2000, as well as K-B's decision to bring online fulfillment operations in-house in August 2000, decreased the number of customer calls and e-mails by 54% compared to the 1999 holiday season.
On Jan. 5, 2001, Keynote, a provider of Internet performance measurement, ranked KBkids.com one of the top five most accessible sites during the 2000 holiday season. During the heaviest traffic periods, KBkids.com's the average page-loading time was 1.98 seconds, availability was 99.52%, and 94% of all orders were processed in three days or less.
Kbkids gets high marks
Don Davis
Editor in Chief
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