Study: J. Crew has best online customer service in January

New York – J. Crew received top ranking among all major U.S. online retailers during the month of January 2014. According to the Stella Monthly Ranking from the StellaService customer service analysis firm, J. Crew, which held this ranking from July-September 2013, took the top spot from L.L.Bean.com, which held it in November and December 2013.

J. Crew topped all apparel retailers with the best issue resolution in the group of top performers, improving from second in the category the previous month. J.Crew was also the only retailer in the group to score 100% for product knowledge and policy knowledge.

Other notable performers included Fab.com, which replied to emails in fewer than two hours on average, topping the category for the second consecutive month. Fab.com also delivered packages about two days faster than the mass merchant category average and the retailer scored 100% for package quality.

Meanwhile, L.L.Bean.com was best for phone service not only in the apparel/accessories category but also among all retailers. The retailer improved from third in its category the previous month with best-in-class issue resolution. Four of five top performers in the category averaged less than a minute to connect StellaService Analysts to live agents.

The top 10 retailers in online customer service for the month of January are as follows: J.Crew, L.L. Bean, Ralph Lauren, Net-A-Porter, Fab.com, Kate Spade, Cabelas, Gap, HSN, and Zappos.

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