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In a sort of anonymous Olympics for customer service during the month of July, StellaService has rated 100 retailers based on mystery shoppers' evaluations of speed to answer phones delivery time, etc. According to a rep from the company, "[J.]Crew did best in the areas of professionalism and issue resolution" via the phone.
It's an unsurprising find considering the tests were carried out last month, which, recall, is when CEO Mickey Drexler made the customer service phone call to end all customer service phone calls and asked a regular customer specific details about what she likes and doesn't like styling—then followed it up with significant changes to the September "Style Guide." Mickey's team must be benefiting from his example, or vice versa.
The brand has also improved its delivery speed—by two days on average—and joined L.L.Bean, Net-a-Porter, and Zappos for the top ten of speedy and satisfying customer service experiences via email.
See below for StellaService's full chart of winners, broken up in to three categories.