Stella Benchmarks: L.L.Bean's Customer Service Hits Its Stride in March

April 16, 2014 / 0 Comments


L.L.Bean is back on top of Benchmarks.

The outdoor apparel and equipment retailer that touts a 100% satisfaction guarantee last topped the list for its customer service performance in December. As for its standout efforts in March, showed strength in Email and Returns, besting all other retailers in those specific service areas. replied to emails in about 30 minutes on average in March and scored an impressive 97% for Issue Resolution. As for Returns, the retailer issued refunds in about six days.

Each month, StellaService sheds light on the service performance of online retailers within their respective retail categories. The companies are measured across four service areas: Phone, Email, Shipping and Returns. Phone and Email are measured daily, while shipping and returns are measured across multiple orders. Stella Benchmarks are designed to provide consumers with guidance for smarter shopping and retailers with an independent, reliable benchmark for measuring and improving customer service.

Looking at combined scores for all four service areas in Benchmarks, …

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