StellaService Launches Monthly Customer Service Ranking

November 21, 2012 / 0 Comments

Benchmarks

Aiming to enhance the online shopping experience for consumers and retailers alike, StellaService has launched Stella Benchmarks, the first-ever monthly ranking of the best performing customer service providers in the nation.

The new Stella Benchmarks, which will be issued on the third Wednesday of every month, was created to provide consumers with a trusted guide for smarter shopping, while offering retailers an independent, reliable benchmark for measuring and enhancing their customer service.

Stella Benchmarks will be published each month online at: http://stellaservice.com/benchmarks.

Stella Benchmarks will shed light on the five best performing companies in their respective retail categories in four critical service areas – phone, email, shipping and returns. It will also reveal how these companies are trending month-over-month, taking into account all four service areas.

Based on daily customer service evaluations conducted by StellaService’s nationwide network of full-time analysts and mystery shoppers, Stella Benchmarks includes the country’s largest 50 retailers, as well as the five largest retailers in 11 categories: Apparel, Automotive Parts, Beauty, Department Stores, Consumer Electronics, Home Improvements, Housewares, Mass Merchant, Office Supplies, Sporting Goods and Sportswear.

“While there is limited variance in pricing among most retailers, customer service is still wildly uneven, even though consumers consistently rank it as a key factor influencing where they shop,” said StellaService CEO Jordy Leiser. “Stella Benchmarks help highlight top performers in the industry. For the first time, consumers, investors, media, and retailers alike will have an independent benchmark that they can look to for the most current assessment of the most customer-friendly retailers in the nation.”

Among the findings in the October 2012 Stella Benchmarks issued today:

  • Among Apparel/Accessories retailers, Zappos ranked first in two of four service areas (Top Phone Support and Top Returns)
  • Among Electronics retailers, Apple ranked first in three of four service areas (Top Shipping and Top Returns
  • Top Phone Support
    • Apparel/Accessories – Zappos.com
    • Electronics – Store.Apple.com
    • Mass Merchant – Overstock.com

Zappos.com was a standout, answering questions completely 100% of the time.

  • Top Email Support
    • Apparel/Accessories – LLBean.com
    • Electronics – Shopping.HP.com
    • Mass Merchant – Buy.com

LLBean.com was best in class for response time, replying in 34 minutes.

  • Top Shipping
    • Apparel/Accessories – Gap.com
    • Electronics – Store.Apple.com
    • Mass Merchant – Buy.com

Amazon.com, which is often recognized for its fast delivery, was bested in October by Buy.com, which was nearly perfect in interactions with StellaService. Both Buy.com and Costco.com managed to deliver orders in less than two days.

  • Top Returns
    • Apparel/Accessories – Zappos.com
    • Electronics – Store.Apple.com
    • Mass Merchant – Amazon.com

Zappos.com processed refunds in 6 days compared to the category average of 9 days.

A complete list of companies covered in Stella Benchmarks is available here

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