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.