J.Crew beat out 129 competing companies in a Stella Benchmarks list when it was named best in overall customer service for June. The retailer last topped the same list in January and is one of only six companies to remain in the top 25 since the year began.
In the Stella Benchmarks survey, phone support was the highlight of J.Crew's service, but the retailer also ranked 10th in email support and 12th in returns. StellaService evaluates companies on a daily basis across all customer care channels—phone, email and chat.
Other retailers that made the top 25 in June—but not the previous month—included Apple (NASDAQ:APPL), Gap (NYSE:GPS), Kate Spade (NASDAQ:KATE), Room & Board, Barneys, Casual Male, Nordstrom (NYSE:JWN), King Size Direct, and Aeropostale (NYSE:ARO).
L.L.Bean, Net-a-Porter, Ralph Lauren (NYSE:RL), Shopbop and Zappos (NASDAQ:AMZN) have ranked in the top 25 every month since January.
The winner in the email category for best customer service was Revzilla; the chat winner was Adidas; the shipping winner was Apple; and the returns/refunds winner was J&P.
This past spring, rumors circulated that J.Crew, a private company, was seeking a buyer for $5 billion. Still without a buyer, talks with Fast Retailing, parent company of Uniqlo, deteriorated.
-See this StellaService press release
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