JCrew.com Leads Customer Service for Third Straight Month

According to research from Stella Service, JCrew.com has posted a third straight month as one of the leading retailers for online customer service. Screen shot 2013-10-17 at 1.28.12 PM

The service’s monthly reporting benchmarks retailers across customer service categories, measuring their performance in phone, email, shipping and returns service.

For September, five retailers remained in the top 10 from the previous month, including JCrew.com, LLBean.com, Net-A-Porter.com, SierraTradingPost.com and Shopbop.com.

Within the Apparel/Accessories vertical, JCrew.com showed strength and consistency, ranking second in phone, email and shipping and fifth in returns. It’s the third consecutive month JCrew.com’s customer service has outperformed other retailers measured.

Looking at combined scores for all four service areas in Benchmarks, the following companies were strongest overall (in alphabetical order):


Looking at all 100 companies included in Stella Monthly Benchmarks, the following were best overall performers within the four service areas measured:

Phone: Shop.lululemon.com
Email: Nordstrom.com
Shipping: Shopping.HP.com
Returns: HSN.com

Taking a deeper dive into performance, Nordstrom.com’s issue resolution via email was over 97%, best among all retailers. The retailer also boasted the best product knowledge and policy knowledge in the Department Stores vertical. SurLaTable.com responded to emails about 12 hours faster than the home furnishings vertical average.