Contact Center Solutions Featured Article

STELLAService Unveils STELLA Monthly Benchmarks

November 26, 2012

STELLAService has unveiled STELLA Monthly Benchmarks, a unique ranking on a monthly basis of the top performing customer service providers nationwide. With the start of the holiday shopping season, STELLAService aims to improve the Web-based shopping experience for consumers and retailers through this ranking.

The novel STELLA Monthly Benchmarks will be revealed every month on the third Wednesday. Consumers will therefore be provided a dependable tool for smarter shopping. Similarly, retailers will receive an autonomous, dependable benchmark, allowing them to gauge and improve their consumer service.

STELLAService will also be making available the STELLA Monthly Benchmarks every month on the Web at http://stellaservice.com/benchmarks.

Information related to the five best performing companies in particular retail categories will be provided by STELLA Monthly Benchmarks. They information will be associated to four main service arenas: phone, e-mail, shipping and returns.

The month-over-month trends of the organizations will be detailed by STELLA Monthly Benchmarks as well.

STELLAService's countrywide network of permanent analysts and mystery shoppers has carried out customer service assessments on a daily basis. These assessments have been used as the foundation of STELLA Monthly Benchmarks. The ranking will cover the country's 50 largest retailers, along with five of the largest retailers in 11 categories: Apparel, Automotive Parts, Beauty, Department Stores, Consumer Electronics, Home Improvements, Housewares, Mass Merchant, Office Supplies, Sporting Goods and Sportswear.

In a statement, Jordy Leiser, CEO at STELLAService said, "While there is limited variance in pricing among most retailers, customer service is still wildly uneven, even though consumers consistently rank it as a key factor influencing where they shop. STELLA Monthly Benchmarks help highlight top performers in the industry. For the first time, consumers, investors, media, and retailers alike will have an independent benchmark that they can look to for the most current assessment of the most customer-friendly retailers in the nation.”

According to the STELLA Monthly Benchmarks for October 2012, Zappos and Buy.com have been positioned on the top in two of four service arenas among Apparel/Accessories and Mass Merchant retailers, respectively.

Apple (News - Alert) has been positioned on the top in three of four service arenas among Electronic retailers.

STELLAService will also publish the maiden STELLA Index, a quarterly ranking, from January 2013 onward. 

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Braden Becker

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]
01/17/2015

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]
01/16/2015

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]
01/16/2015

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]
01/15/2015
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!