NET-A-PORTER Nabs Top Spot in Customer Service Ranking

— March 26, 2014

Luxury fashion retailer Net-a-Porter has ranked #1 for the first time ever in StellaService's monthly Benchmark ranking of retail customer service performance, knocking last month's leader, J.Crew, out of first place for the month of February.

Net-a-Porter topped all retailers in shipping and returns, ousting CasualMale.com for the top spot in returns performance due to its high marks for speed and efficiency. The retailer's high quality packaging helped edge competitors. J.Crew, Zara, Abercrombie and Shopbop round out of the top five for returns, while Zappos, American Eagle HauteLook and Gap also placed in the top five for shipping.

This month lululemon and HSN joined the list of the overall top 10 performers.

Five additional retailers repeated their top 10 performance - J.Crew, L.L.Bean and Zappos, Kate Spade and Ralph Lauren.

Competition was tight in the Phone channel, but Zappos.com edged other apparel/accessories retailers with slightly higher issue resolution. Zappos.com last appeared in the top 5 in September.

Modcloth.com captured the top spot in email with the best issue resolution in the category. The retailer's email performance has steadily improved in recent months.

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