J. Crew tops in online customer service

New York — J. Crew provided the best overall online customer service in October, marking the retailer’s third time topping the Stella Benchmarks rankings from StellaService in 2014. The retailer ranked 4th in phone, second in email, eighth in shipping and 17th in returns.



Stella Benchmarks includes 138 companies evaluated on a daily basis by StellaService. Customer care channels, phone, email and chat, are measured daily, while fulfillment metrics are measured across multiple orders each month.



Ten companies that did not rank in the Top 25 overall in September earned a spot in October: David Yurman, Aeropostale, Brooks Brothers, Louis Vuitton, Burberry, Cabelas, H&M, Nasty Gal, Lands End and Fab.Four companies have ranked in the Top 25 Overall every month in 2014: J.Crew, L.L. Bean, Zappos and Net-A-Porter.



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

• 
  Phone: BodyBuilding.com


• 
  Email: iHerb


• 
  Chat: iHerb


• 
  Shipping: David Yurman


• 
  Returns: Net-A-Porter
  
  

High-end retailers continued a trend of strong performance. The overall top 25 included companies such as David Yurman, Mr Porter, Barneys, Ralph Lauren, Brooks Brothers, Cartier, Kate Spade, Louis Vuitton, Net-A-Porter and Burberry.