Stella Benchmarks: Kate Spade Tops Overall Rankings in September

October 29, 2014 / 0 Comments

Screen Shot 2014-10-29 at 12.02.13 PM

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:

Read More

Screen Shot 2014-09-03 at 1.19.09 PM

VIDEO FEATURE

StellaService Report: Essential Holiday Ecommerce Data & Best Practices

Read More

Santa-shipping

3 days ago

Most Holiday Shipping Guarantees To Be Set A Week Before Christmas

The majority of retailers will set their standard shipping deadlines for guaranteed Christmas delive...

Read More

Screen Shot 2014-10-29 at 1.14.07 PM

3 days ago

Lowe's Experiments With Customer Service Robots

Robots are invading the customer service department. This holiday season, Lowe’s will introduce two ...

Read More

Screen Shot 2014-10-29 at 1.15.18 PM

10 days ago

Lululemon's New Distribution Center is Cutting Transit Time in Half

Familiar with the term athleisure? It’s emerged in recent years to describe the t...

Read More

Screen Shot 2014-10-29 at 1.47.41 PM

10 days ago

Jordy Leiser: Learnings From Japan's Culture of Service

Jordy Leiser is Co-founder and CEO of StellaService. We hear about customer-centric companie...

Read More

Screen Shot 2014-04-16 at 5.40.56 PM

FEATURED COMPANY

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

CATEGORIES

READ MORE