New York - L.L.Bean was ranked number one in online customer service in March 2013. According to monthly benchmark analysis from customer service analysis provider StellaService, LLBean.com showed strength in email and returns, besting all other retailers in those specific service areas.
LLBean.com replied to emails in about 30 minutes on average in March and scored an impressive 97% for issue resolution. As for returns, the retailer issued refunds in about six days. In addition, JCrew.com received top ranking in the phone category, connecting StellaService analysts to a live agent in an average of 39 seconds and scoring 100% for issue resolution. And for the first time, UrbanOutfitters.com was best among all retailers in shipping, delivering in about three days on average.
Looking at combined scores for all four service areas in benchmarks, the following were strongest overall:
Top 10 – March 2014