Shoppers visit Net-A-Porter.com for high-quality fashion, and they’re getting the customer service to match.
Self-described as “world’s premier online luxury fashion destination,” Net-A-Porter.com topped all competitors across all retail verticals for customer service in February, according to Stella Benchmarks.
The retailer was particularly strong in fulfillment, besting all other retailers in both Shipping and Returns.
Net-A-Porter.com provided a pre-paid, adhesive return label in all orders handled by StellaService Analysts. In addition, Net-A-Porter.com issued refunds in less than a week on average.
“Net-A-Porter knows its customer base and that’s definitely apparent in its service efforts,” said Kevon Hills, Vice President of Research at StellaService. “Orders arrive fast and they’re beautifully packaged, which is what a luxury shopper demands. They also put a lot of thought into reducing the friction involved in the returns process.”
Each month, StellaService sheds light on the service performance of online retailers within their respective retail categories. The companies are measured across four service areas: Phone, Email, Shipping and Returns. Phone and Email are measured daily, while shipping and returns are measured across multiple orders. Stella Benchmarks are designed to provide consumers with guidance for smarter shopping and retailers with an independent, reliable benchmark for measuring and improving customer service.
Looking at combined scores for all four service areas in Benchmarks, the following were strongest overall:
Top 10 – February 2014
- Net-A-Porter.com
- LLBean.com
- Zappos.com
- JCrew.com
- RalphLauren.com
- Fab.com
- Store.Apple.com
- Shopping.HP.com
- Shop.Lululemon.com
- KateSpade.com
Looking at all companies included in Stella Benchmarks, the following companies were best overall performers within the four service areas measured:
- Phone: Reebok.com
- Email: Modcloth.com
- Shipping: Net-A-Porter.com
- Returns: Net-A-Porter.com
See the full rankings by retail vertical at www.stellaservice.com/benchmarks.
Previously on Bright:
- Stella Monthly Benchmarks: JCrew.com Shines in January
- Stella Monthly Benchmarks: During the Challenging Holiday Season, LLBean.com Bests the Rest
- Stella Monthly Benchmarks: LLBean.com Takes Top Honors in November
- Stella Monthly Benchmarks: Ralph Lauren Lives Up To Legendary
- Stella Monthly Benchmarks: JCrew.com Tops All Retailers for Third Consecutive Month
- Stella Monthly Benchmarks: JCrew.com Customer Service Still On Top
- Stella Monthly Benchmarks: JCrew.com Delivers In July
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The post Stella Benchmarks: Net-A-Porter.com Pairs High Fashion With High-Quality Service appeared first on Bright.