StellaService Releases Stella Metrics, the First-Ever Customer Service Syndicated Data and Analytics Platform
Tapping data collected through StellaService’s daily evaluations, Stella Metrics™ delivers an objective lens for monitoring, benchmarking and improving the end-to-end service experience for online retailers
StellaService, Inc., a company that measures and rates the customer service performance of online retailers, today announced the formal release of Stella MetricsTM, a first-of-its-kind analytics tool aimed at bringing independent, objective insights to companies dedicated to providing outstanding customer service.
Stella MetricsTM is the first data solution that enables retailers to objectively measure their customer service performance and monitor exactly how their efforts stack up against the competition on an ongoing basis. StellaService operates a nationwide network of secret shoppers that engage with thousands of online retailers, collecting millions of valuable and actionable data points about the service experience. The StellaService methodology is audited by global auditing and accounting firm KPMG.
Stella Metrics Helps Retailers:
- Objectively measure and monitor customer service performance across hundreds of metrics from service channels including phone, email, live chat, Twitter, delivery, shipping and returns
- Benchmark service performance against specific peers and competitors, both within the same product category or best-in-class performers across the entire online retail industry
- Identify missed revenue opportunities and areas to differentiate the service experience
- StellaService was founded on the premise that service is increasingly important in the decision making process for shoppers. The company’s mission is to help consumers find businesses with great service, and to help retailers achieve it.
The StellaService evaluation process applies consistent, thorough and objective standards to each online store represented in Stella MetricsTM. The company looks at more than 200 unique customer service metrics for each online retailer over multiple engagements and across multiple geographies to generate measurements of service performance that have high reliability and construct validity. Trained customer service analysts stress-test each store through random sampling, which removes any potential biases in StellaService’s data and enables the company to obtain the information that most accurately represents each retailer’s performance, practices and policies.
Stella MetricsTM was first deployed to early clients in 2012, including some of the largest U.S. retailers.
Concurrent with the product release, StellaService has announced a $15 million round of Series B funding led by Norwest Venture Partners. Proceeds will be used to expand daily measurement coverage within Stella MetricsTM to hundreds of enterprise level retailers. In addition, the company is growing its research and client services teams to work closely with retailers on achieving increasingly important service objectives.
StellaService is dedicated to customer service – helping consumers find it and helping businesses achieve it. StellaService is the first and only independent provider of customer service ratings for online retailers. The company leverages a nationwide network of full-time mystery shoppers to evaluate each site undercover, ensuring findings that are unbiased and true to the shopping experience. Based in New York City, the company operates a syndicated data platform called Stella Metrics for monitoring and benchmarking customer service performance across hundreds of metrics. In addition, the company publishes reports and other research – such as Happy Customer – to help companies worldwide improve their service operations. Visit http://Stellaservice.com/ for more. Follow StellaService on Twitter @StellaService