On behalf of our entire team, I'd like to thank you for being a member of the Kogan community, one of the largest online shopping communities in Australia.
In the December period last month, some of our customers did not receive first class customer service, and I would like to personally apologise and explain. We set a very high standard for ourselves and through the busy Christmas period, we did not meet this standard. I’m sorry for this.
During December, some of our customers experienced delays in having their items dispatched and enquiries responded to. This is embarrassing for us. Selling the best value products is one thing, but it means nothing if you can’t back it up with exceptional service.
I never make excuses but I would like to explain what caused this and what we are doing to resolve it. The Kogan business has been growing at an extraordinary rate. To put this in perspective, our business in the last quarter of 2011 was 408% of what it was in the last quarter of 2010. This sort of growth is unheard of for a business that is nearly 6 years old. We simply were not geared up to service all these customers at a level acceptable to us. While pre-Christmas orders did arrive by Christmas, all orders were ultimately dispatched as promised, and all customer service enquiries were ultimately responded to, we were not able to achieve the response times we expect of ourselves. The Kogan team was working 16-hour days through December and this still wasn’t enough.
So what are we doing about this? We have taken immediate action. We have gone on an aggressive recruitment drive to grow our team even further. We doubled our headcount through 2011 and we are again doubling the team in the immediate future. We are also upgrading our warehousing and logistics capabilities as well as launching a new website that provides live tracking of orders.
Our mission is now to ensure that, from February 2012, Kogan customers can count on experiencing:
- maximum of 1 business hour response time for Sales enquiries
- maximum of 1 business hour response time for Support/Helpdesk enquiries
- maximum of 2 minutes hold time on phone enquiries
- 100% online live chat uptime during business hours
While it was only a very small percentage of people who were affected by delays, I am sincerely sorry to those who were affected. Thank you for your understanding.
Founder & CEO