According to new research from StellaService, an independent ratings agency providing retail customer service performance analytics, brands like J.Crew and Fab.com continue to lead the race for the best customer service game in town.
J.Crew ranked number one in overall in customer service performance in August, for the second month in a row.
L.L.Bean continued strong performance, ranking number three overall and performing best overall in delivering service over the phone. Along with J.Crew, L.L.Bean was the only retailer to rate in the top 10 in three of the four major categories rated (phone, email, shipping, and returns).
Fab.com secured the top email ranking in the Mass Merchant category because it had the fastest response time, addressed all inquiries inlcuded in the emails most frequently, and had the best policy and product knowledge.
JCPenney.com was the only retailer in the Department Stores vertical to provide “adequate” or “better” product knowledge in 100% of interactions with StellaService analysts, helping the retailer improve to first in the rankings.
SurLaTable.com stood out among peers in the Home Furnishings category. The company responded to emails about 13 hours faster than competitors, and processed returns roughly eight days faster than the category average, helping the retailer top the category for the second consecutive month.
Data from Apple and HP shows they also outshine their competition in the Electronics category in phone and email. Store.Apple.com’s total-time-to-live-agent via phone came in at about two minutes faster than the average, and its delivery speed was two days faster. Shopping.HP.com has never been knocked out of the top spot for email performance, in part due to its strong showing in issue resolution – 30% better than the category average.