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Kudos To The Best Online Customer Service On the Internet?

January 21, 2011

Yesterday, I posted an article called “Raspberries To The Worst Online Customer Service on the Internet?”, which pointed out that while not all companies can be at the top of the heap, most should strive for something approaching quality. I then listed the worst 20 offenders on the Internet when it comes to lousy online customer service, as determined by online shopping rating company STELLAService.


Now it's time for the best of the best to get a little recognition.

STELLAService, an independent company that rates online customer service, has compiled a list of the biggest winners. You know...the companies with beautifully designed websites, unique and fun shopping tools, multiple methods to contact them, and an immediate response when you DO need to speak with someone, quick and affordable shipping and a customer-friendly return policy. Chances are, you haven't run into as many of them as you have the bad ones. But they do exist, and they certainly deserve recognition.

STELLAService uses a ranking system by points for each element of customer service: customer support, online tools, shipping and returns, and an overall average score. Scores of 90 to 100 are elite; 80 to 89 are excellent; 70 to 79 are approved; and below 70 are “not recommended.” So who is providing the best customer service on the Internet? Read on!

(Note: Soap.com, Diapers.com and BeautyBar.com all have the same parent organization, Quidsi, Inc., which was purchased by Amazon.com in November 2010 for $545 million.)

Retailer, Product, Category, Overall Ranking

1. Zappos.com Footwear 99 points

2. Soap.com Household and beauty 96 points

3. Diapers.com Baby products 96 points

4. BlueNile.com Jewelry 95 points

5. BeautyBar.com Health and beauty 95 points

6. Staples.com Office supplies 94 points

7. LLBean.com Sporting goods 93 points

8. DVDEmpire.com DVDs 93 points

9. Amazon.com Retail portal 93 points

10. RoadRunnerSports.com Sporting goods 92 points

11. Eastern Mountain Sports Sporting goods 92 points

12. Crutchfield.com Electronics 92 points

13. Apple.com Electronics 92 points

14. TipToeTurtle.com Baby gear 91 points

15. Sears.com Full retail 91 points

16. REI.com Recreational equipment 91 points

17. Onlineshoes.com Shoes 91 points

18. Magellans.com Travel gear 91 points

19. eBags.com Handbags, travel bags 91 points

20. BabyEarth.com Baby products 91 points

For full descriptions of the winners and details of the point breakdowns, visit Business Insider's clickable presentation.


Tracey Schelmetic is a contributing editor for ContactCenterSolutions. To read more of Tracey's articles, please visit her columnist page.

Edited by Janice McDuffee

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