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Service Center Statistics
Measure 1998 2001 2002 2003
Number of calls offered to 888-88sears 600,000 813,536 1,637,389 1,632,870
Number of calls offered to a CSR 600,361 722,739 746,574
Percentage of self-service calls N/A
Percentage of calls that become cases 10% 26% 56% 54%
Outstanding cases on December 31st 45% 21% 19% 19%
Customer satisfaction 2,800 664 755 1093
Automated web transactions 74% 89% 89% 90%
88sears web hits N/A 110,634 967,004 1,814,375
N/A 415,698 1,498,000 2,095,434
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