New York - L.L. Bean provided a level of customer service across all channels in July that was among the best in the U.S. For the third month in 2014, L.L. Bean has topped the overall customer service rankings in Stella Benchmarks.
In July, L.L. Bean ranked sixth in phone, 12th in email, seventh in chat, 16th in shipping and sixth in returns. It was that high level of performance across all channels that pushed the retailer to the top of the overall rankings. In the month of July, L.L. Bean managed to boost performance in the rankings for both the chat and shipping areas.
Six companies have held a spot within the Top 25 each month in 2014: J. Crew, L.L. Bean, Net-A-Porter, Ralph Lauren, Shopbop, and Zappos.
Looking at all companies included in Stella Benchmarks in July, the following companies were best overall performers within the five service areas measured:
• Phone: RevZilla
• Email: Lululemon
• Chat: Adidas
• Shipping: Dell
• Returns: HSN
“Many retailers choose to sacrifice performance in one area to excel at another,” said Kevon Hills, StellaService VP research. “L.L. Bean takes a holistic approach to service and they truly strive to be the best in every service area.”
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.