NRF Commissioned StellaService To Identify Top Customer Service Metrics

October 1, 2014 / 0 Comments

Screen Shot 2014-09-30 at 5.05.00 PM

StellaService VP of Research Kevon Hills joined STORES Media editor Susan Reda for its E-commerce Elite: Consumers’ Favorite 50 Retailers webcast. Joining Reda and Hills for the presentation was Artemis Berry, vice president of digital retail for, and Pam Goodfellow, Principal Analyst at Prosper Insights.

The event showcased the findings of this year’s Favorite 50 list of consumers’ top ecommerce websites, and Hills joined to present exclusive new data on the emerging customer service metrics that shape the online shopping experience.

Companies topping the STORES list this year include first-place Amazon, Walmart, eBay, Kohl’s, Best Buy and Macy’s.

“We believe that, in today’s competitive market, the service experience is paramount,” Hills said during the webcast. “Companies that focus on differentiating themselves to meet the expectation of shoppers are the companies that will lead their respective industries today as well as in the future.”

“We try to understand what it’s like to be a shopper with these different companies. We do so by actually …

Read More

Screen Shot 2014-09-03 at 1.19.09 PM


StellaService Report: Essential Holiday Ecommerce Data & Best Practices

Read More


6 hours ago

Target Now Delivers In Less Than Two Days On Average

Target had an impressive showing in the Shipping area of the most recent Stella Benchmarks, a sign t...

Read More


7 hours ago

Winning the Customer Service Game This Holiday Season

Kevon Hills is Vice President of Research at StellaService. Connect with Kevon on LinkedIn. ...

Read More


One week ago

Stella Benchmarks: L.L.Bean Tops Rankings for the Fourth Time in 2014

L.L.Bean provided the best overall customer service in August, marking the retail...

Read More


One week ago

StellaService Data Shows Spike in Apple Hold Times Post iPhone 6 Launch

The release of Apple’s iPhone 6 resulted in customers waiting in lines stretc...

Read More

Screen Shot 2014-04-16 at 5.40.56 PM


How ASOS Aims to Deliver VIP Service To Twenty-Somethings Around the Globe

Whether it's real-time delivery status updates or free worldwide delivery an...

Read More