Great Online Customer Service Is Worth USD $17.3 Billion per Year

 

STELLAService Teams Up With Ovum to Reveal the Value of Great Customer Service; Releases its First List of Elite Online Retailers

According to a new consumer survey commissioned by STELLAService, the first completely independent customer service ratings agency, the value of great online customer service in 2010 is USD $17.3 billion.  The survey derived the dollar impact of great customer service by consumer category (i.e. financial services, healthcare, utilities, brick and mortar retailers, online retailers, etc.) and determined that the total value of great customer service across all consumer categories is USD $268 billion per year. 

 

In connection with sponsoring this survey, STELLAService released its first customer service rankings for the country’s largest 150 Internet retailers, in which Zappos.com, Diapers.com and BlueNile.com earned the top three spots. After comprehensively evaluating the nation’s largest online stores, STELLAService was able to identify 11 Internet retailers that qualify as “elite” in the area of online customer service. To acknowledge and highlight the extraordinary customer service performance of each of these top retailers, STELLAService awarded them its coveted STELLAService Seal, which is now proudly being displayed on the homepages of many of the elite online stores.

Quotes

"Being recognized as a STELLAService Elite online retailer further fuels our desire to make life easier for parents nationwide."

-Marc Lore, CEO Diapers.com

“We’re humbled and honored to be recognized along with these other great businesses.”

-Aaron Magness - Director of Brand Marketing & Business Development Zappos.com

There is a new class of online businesses that obsesses over their customers. Those are the companies I want to do business with. And I want to make sure everyone else knows about them.

-John Ernsberger, Co-founder STELLAService

Statements

By taking into account hundreds of service related factors, STELLAService is delivering what online consumers have never had before – a clear, comprehensive understanding of each retailer’s customer service performance.