About Us
About Us
You’re paying for their products. The least they can do is pay attention to your needs.
Online retailers have leveled the playing field with price and selection. Now the key differentiator for a shopper is customer service. We all expect a quality experience, but we don’t always get it.
STELLAService is an independent company that rates the customer service performance of online businesses. You could say measuring service quality is an obsession of ours. So much so, we created the most robust evaluation methodology ever assembled — stress testing more than 300 different elements of the online customer experience.
Some e-retailers talk great performance. We find out who really delivers.
Our in-depth evaluations are designed around you and your shopping experience. To find out what that experience may be with a given retailer, our team goes shopping. We navigate sites, we conduct usability tests, we order and return products and we engage in over a dozen interactions with each company’s customer service representatives via phone, email and live chat. And we do it all undercover, so our findings are unbiased and true to the experience.
STELLAService lets you know the best places to shop for the best customer experience.
Our analysts have the training and the first-hand experience to thoroughly investigate the customer service quality of each online business we evaluate. Their job is to collect data and experience life as a customer around every attribute of the online shopping experience. From that, we can assign a rating to each business and compare businesses within their category and the online shopping universe as a whole.
When all the data is in, we report our findings through our online customer service ratings (“STELLA Ratings”): ELITE; EXCELLENT; APPROVED; and NOT APPROVED. All ratings are posted on our site.
Online businesses with ELITE or EXCELLENT ratings are eligible to display our STELLAService seal on their sites. This seal is the only trustmark on the Web that objectively and credibly communicates to shoppers that a business is truly dedicated to providing great customer service. You will also see our ratings and seals integrated into comparison shopping sites as a way to further assist you in your pursuit of a happy online shopping experience.
Check out various e-commerce sites, see if they’ve been rated and learn how they fare against their competition.
