Survey: J.Crew.com tops in overall customer service
New York — J.Crew ranked No. 1 overall in customer service in September for the third consecutive month, in a monthly survey by StellaService, the independent ratings provider that ranks online retailers according to their customer service. StellaService measures companies monthly across four service areas: phone, email, shipping and returns.
Here is a look at the top finishers in the four individual categories:
Phone support: Coach.com has steadily improved its phone support in recent months, having topped the phone category in June and now September. The retailer’s total time to live agent was speedier and its product knowledge was among the best-in-class for all retailers.
Email: With the best product and policy knowledge among its competitors, LLBean.com topped the email category. The performance unseated JCrew.com, which has topped the category the two previous months.
Shipping: For the second time, the Abercrombie & Fitch e-commerce site topped the category, the last time was in June 2013. The retailer scored high marks for package fit, always included a packing slip, taking six hours on average to fulfill an order — beating the category average by 31 hours.
Returns: LLBean.com’s performance earned a repeat appearance on top of the Returns category. The retailer edged katespade.com by providing adhesive return labels 100% of the time.
Family Dollar opens DC in Utah
St. George, Utah — Family Dollar on Wednesday celebrated the grand opening of its 11th distribution center, in St. George, Utah.
“Opening our 11th distribution center is an important milestone for us,” said Howard Levine, Family Dollar’s chairman and CEO. “This facility is ideally located to support our growth in the West, helping us keep our stores well-stocked as we continue to provide customers in this region with great value and convenience.”
Family Dollar’s distribution center was built by The Conlan Company. The company has partnered with Family Dollar in building distribution centers in Marianna, Fla, Rome, N.Y., and Ashley, Ind.
Growth continues at eBay as mobile surges
Global ecommerce and payments leader eBay said its third quarter revenues increased 14% to $3.9 billion and noted exceptional strength from mobile initiatives.
Profits declined to $689 million, or 53 cents a share, compared to $837 million, or 64 cents a share, but on an adjusted basis to exclude non-recurring expenses increased to $837 million, or 64 cents a share, compared to $718 million, or 55 cents a share.
“We delivered strong third quarter results, with mobile driving a significant portion of our new user growth and continuing to transform how consumers shop and pay around the world,” said John Donahoe, eBay president and CEO. “Our scale and experience, the strength of our global commerce platforms, our technology assets and our mobile commerce capabilities strongly position us to be a leader in the commerce revolution under way.”
According to Donahoe, eBay has enabled $200 billion of commerce volume during the past 12 months, a 20% increase. That growth, he said, “demonstrates the strength of our core businesses and our power as a partner, not a competitor, to merchants, brands and retailers.”
Of note during the third quarter was cross-border trade volume of $11 billion, that represented 22% of the company’s total enabled commerce volume, or ECV, which increased 21% to $52 billion. Mobile enabled commerce volume increased 75% in the quarter, with downloads since inception on the eBay app exceeding 200 million and the company’s suite of mobile apps attracting 3.2 million new customers.
The eBay payments unit, PayPal saw revenue increase by 19% to $1.6 billion as PayPal gained five million active registered accounts and ended the quarter with 137 million users.