Report: Jcrew.com tops in online customer service

New York -- For the second consecutive month, Jcrew.com ranked No. 1 overall in customer service performance in the Stella Monthly Benchmarks, a ranking of the best online customer service performance in the United States. Rounding out the top five, were the e-commerce sites of Ralph Lauren, L.L.Bean, Kate Spade and Saks Fifth Avenue.

Jcrew.com also showed strength in delivering customer service via email, besting all other retailers in the category. The retailer posted the highest score among other measured companies at issue resolution, meaning the company answered questions completely and did not require further contact.

Each month, StellaService sheds light on the service performance of online retailers within their respective retail categories. The companies are measured across four service areas: phone, email, shipping and returns. phone and email are measured daily, while shipping and returns are measured across multiple orders.

Looking at all 101 companies included in Stella Monthly Benchmarks, the following were the best overall performers within the four service areas measured:

  • Phone: LLBean.com
  • Email: JCrew.com
  • Shipping: SaksFifthAvenue.com
  • Returns: Bloomingdales.com

LLBean.com was best-in-class among all retailers for total-time-to-live-agent via phone, connecting customers in a swift 14 seconds on average. Orders from SaksFifthAvenue.com were received by StellaService Analysts about a day faster than the retailer’s competitors in the Department Stores vertical. And, Bloomingdales.com showed adeptness for speed of returns, processing refunds two days faster than its nearest competitor in the metric.

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