StellaService Announces 2016 StellaService Elite Awards

Awards Recognize Retailers for Best-in-Class Customer Service; NET-A-PORTER, L.L. Bean, Zappos, Vitamin Shoppe and Apple the Standard Setters for the 2016 Awards

StellaService, the service measurement and optimization company, today announced the release of its 2016 StellaService Elite Awards. The annual Awards recognize retailers for best-in-class customer service across phone, email, chat, shipping and returns.

The StellaService Elite Awards have been granted following analysis of thousands of customer service data points collected by StellaService shopping analysts throughout the course of 2015. These analysts interact with retailers on a daily basis to stress test the speed and quality of their customer service performance. Insights gathered through these evaluations flow into the Stella Metrics data platform, which retailers can use to optimize and benchmark their performance.

To qualify for an Elite Award, retailers’ annual service performance must meet or exceed the performance of the top five retailers in StellaService’s Ecommerce Index. This Index comprises 30 of the biggest and best retailers and brands in ecommerce.

Under 50 companies qualified for a 2016 StellaService Elite Award, highlighting the rigorous requirements for inclusion. These Elite companies are able to leverage their Awards to improve advertising effectiveness, build brand loyalty and increase onsite conversion rates.

“Achieving Elite status helps to motivate our service team and is a great way for us to highlight the quality of our service to customers,” said Rob Siefker, Director of the Customer Loyalty Team at Zappos.

Of the StellaService Ecommerce Index, the top five overall performers in 2015, and the standard setters for the 2016 StellaService Elite Awards, were:


NET-A-PORTER maintained strong service levels, achieving the highest score overall as well as excelling in both phone, where they coupled speed to answer with consistent, high quality interactions, and returns, where they provided easy and quick returns with prepaid labels for every package.

2. L.L. Bean

L.L. Bean showed impressive customer service performance across service channels, emerging as a top five performer in every channel except shipping. The company’s 2015 performance included a top score in chat, where speed, availability and quality combined to provide excellent service interactions.

3. Zappos

Zappos was a top five performer in every service area other than phone. The company achieved the second highest scores in both chat and returns, where free returns and a 365-day return window provide a best-in-class customer experience.

4. Vitamin Shoppe

Vitamin Shoppe was a top five performer in both phone and chat. The company excelled in phone quality and answered 80% of chats in less than 20 seconds.

5. Apple

Apple was a top five performer in both chat and shipping, where 71% of packages were delivered within two days and the company’s free shipping policy was consistently accessible.

“Earning an Elite Award is a credible and objective way for companies to broadcast their commitment to service excellence,” said Kevon Hills, VP of Research, StellaService. “We want to congratulate all the companies who achieved Elite status and look forward to working with them to continue to enhance their service performance.”

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