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.