Ashford.com's holiday on time rate near perfect

Ashford.com, a luxury e-retailer, said it sent more than 99.9% of its packages on time for Christmas and more than 99.5% of packages for next day delivery. The company guaranteed overnight shipping through Dec. 24 at 3 p.m. ET for Dec. 25 delivery. Ashford also today announced that it beat its holiday customer service performance from the previous year in key metrics, including call wait and email response times. The company brought the average call wait time down to 36 seconds from 2 minutes the previous holiday season. The company also reduced its average email response time from last holiday season's 24 hours, answering 46% of customer emails within two hours. "This holiday season our performance for our customers was nearly flawless. We prepared well, making significant improvements to our operations and site infrastructure that allowed us to handle peak demand successfully," said Kenny Kurtzman, CEO of Ashford.com. "In addition, we backed up our delivery with a promise that we would deliver their item the next day or we would send them roses."