Which business has extremely good customer service?

What's the ratio of total # of customer service contacts / total # of customer orders in a B2C business like Amazon's retail marketplace?

• basicallly looking to get average # of contacts per customer order (e.g., "for every order, there are 0.5 customer service contacts at Company XXX"

• Answer:

  There isn't a systematic answer that can apply to any business. A great variety of criteria need to be taken into consideration: the actual quality of service & product, the price, the country where you sell, how easy it reach you, what online self service is available, how much does it matter to you (Zappos for example is well known for fostering customer direct contact as they understand that it builds a higher level of engagement), what is the service level of your contact center (if you don't answer fast enough people can have a tendency to stop trying to call you), how good is your CRM strategy, etc.