10 Merchants Noted for Excellence in Online Customer Service

Of the 100 sites mystery-shopped by the etailing group in Q4 2005, only 10 met all of the surveyor’s criteria for exceptional online customer service and communication:

Ann Taylor

Bluefly

Blue Nile

Brookstone

Crutchfield

Finish Line

J. Crew

Sephora

SmartBargains

Tower Records

The sites were ranked using benchmarking criteria such as: having a toll-free customer service line; keyword search; answered e-mails correctly within 25 hours; four or fewer days to receive orders; six or fewer clicks to checkout; real-time inventory status; online shipping status; and other variables.