Check Out This Handy Summary Of Shipping Methods


We see retailers continue to tinker with the formula for fast delivery, as it’s an increasingly important piece of the ecommerce experience.

For those trying to get a handle on the variety of methods offered by the carriers, we’ve prepared a handy shipping method overview.

FedEx Priority Overnight – Next-business-day delivery by 10:30 a.m. Monday–Friday, with Saturday pickup and delivery also available for an additional charge.

FedEx 2Day – By 4:30 p.m. in 2 business days. Monday–Friday, with Saturday pickup and delivery available in many areas for an additional charge.

FedEx Express Saver – Delivery to businesses by 4:30 p.m. and to residences by 8 p.m. in 3 business days. Monday–Friday, with Saturday pickup and delivery available in many areas for an additional charge.

FedEx Ground – 1–5 business days within the contiguous U.S. Monday–Friday. Delivery is by the end of the business day.

FedEx Home Delivery – 1–5 business days within the contiguous U.S. …

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McDonald’s CEO Says Customer Service Among Company’s Biggest Issues


McDonald’s CEO Don Thompson told investors last week that customer service is one of the biggest issues facing the brand.

“You will also see changes in our customer service models as we work to create more memorable experiences and to deliver unparalleled convenience,” Thompson said on a recent conference call.

The company says drive-thru service has slowed down as workers struggle to prepare dozens of new menu items. More consumers than ever are customizing their orders, presenting another challenge for the staff.

To combat that challenge, McDonald’s is planning on installing self-order kiosks to improve accuracy of orders and some restaurants will begin offering table service. Additionally, the brand will also improve its mobile ordering interface.

The new initiatives will “simply make it easier to get McDonald’s their way, whatever that might be,” Thompson said.

The Wall Street Journal reported in 2013 that 20% of customer complaints at …

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Stella Benchmarks Moving To Quarterly Release

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Stella Benchmarks is moving to a quarterly release in 2015. With more data included in each release, StellaService can provide a more reliable, trustworthy snapshot of the best customer service in the country.

Stella Benchmarks were previously released on a monthly schedule. The first quarterly release will be published the last week of February. Companies included will be part of StellaService’s daily customer care evaluations and weekly product orders. Stella Benchmarks will continue to showcase the top performers in Phone, Email, Chat, Shipping and Returns.

Two companies – J.Crew and L.L.Bean – managed to rank in the Top 25 Overall every month in 2014.

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Average Refund Speed Dips Below 10 Days For Largest Retailers


January is a month where many consumers are looking for refunds from the holiday shopping season.

In a study of the refunds performance of 40 of the largest online retailers, StellaService found that the majority of retailers evaluated aren’t meeting consumer expectations.

For orders placed in Q4 2014, the average speed to receive a refund from the companies evaluated was 9.5 days.

To get a better understanding of shopper expectations during the 2014 holiday shopping season, StellaService conducted a survey of 500 respondents from August 8 to 15, 2014 using Google Consumer Surveys. The majority of consumers said they expect a refund in 7 days or less.

The good news is that retailers are moving closer to those expectations. The same group of retailers were about a day slower issuing refunds over the same time period last year.

“Returns and refunds can’t be overlooked,” said Kevon Hills, StellaService vice president of research. “An easy returns and refunds experience can …

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These Retailers Are Making the Returns Process Simple


Returning an online order to a retailer shouldn’t feel like a major chore.

In this busy season of holiday returns, StellaService studied which retailers make the process painless for customers. StellaService Analysts ordered the same product from 40 of the largest online retailers to be delivered to four separate regions – East, West, Midwest and South. They then returned the product, tracking metrics such as the presence of a prepaid return label and free returns.

StellaService found that 60% of the Top 40 always provided a prepaid return label. This included retailers who charged for the label, as well as those who do not include the label in the box itself. Whatever the cost or delivery method to the shopper, these retailers always made a prepaid label available in Q4.

Of the Top 40, 25% always provided free returns. Again, this includes those retailers whose label was in the box, as well as those who required the shopper to go online and print one out. Whatever the delivery …

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