Report: tops in online customer service in February

New York -- topped all competitors across all retail verticals for customer service in February, according to Stella Benchmarks. The retailer was particularly strong in fulfillment, besting all other retailers in both shipping and returns. provided a pre-paid, adhesive return label in all orders handled by StellaService analysts. In addition, issued refunds in less than a week on average.

“Net-A-Porter knows its customer base and that’s definitely apparent in its service efforts,” said Kevon Hills, VP of research at StellaService. “Orders arrive fast and they’re beautifully packaged, which is what a luxury shopper demands. They also put a lot of thought into reducing the friction involved in the returns process.”

Each month, StellaService analyzes 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. Stella Benchmarks are designed to provide consumers with guidance for smarter shopping and retailers with an independent, reliable benchmark for measuring and improving customer service.

Looking at combined scores for all four service areas in Benchmarks, the following were strongest overall:

Top 10 – February 2014


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

• Phone:
• Email:
• Shipping:
• Returns:

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