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Kate Spade provided the best overall customer service in September, marking the retailer’s first time topping Stella Benchmarks in 2014.
The retailer, known for its handbags, clothing and jewelry, ranked in every area measured across fulfillment and customer care.
Email is where kate spade excelled most, averaging three hours to reply to inquiries from StellaService Analysts. The retailer also achieved 100% Issue Resolution in the Email channel in September. Kate Spade ranked 17th in Phone, 11th in Chat, and 24th in both Shipping and Returns. The retailer was the only to rank in all areas.
Stella Benchmarks includes 138 companies evaluated on a daily basis by StellaService. Customer care channels – Phone, Email and Chat – are measured daily, while fulfillment metrics are measured across multiple orders each month.
Seven companies that did not rank in the Top 25 overall last month earned a spot in September: Cartier, King Size Direct, Costco, Under Armour, Lowes, Ralph Lauren and Motorcycle Superstore.
Companies that have ranked in the Top 25 Overall every month in 2014: