Kate Spade's Customer Service is Ready for Holiday 2014
Kate Spade has been all over the news recently. Whether it be for its partnership with Gap Kids, clever "under construction" window shopping or viral holiday ads featuring Anna Kendrick, the handbag and accessories retailer has had a busy last few months. Not to mention the company posted a 48.7 percent increase in net sales in its latest fiscal quarter. However, while its marketing strategy is smart, it's Kate Spade's excellent customer service that's going to win over shoppers this holiday season.
StellaService, a customer service benchmarking company, reported that Kate Spade took the top spot for best overall customer service in September 2014, up six spots since August. StellaService ranks 138 retailers by a daily evaluation in customer care channels that's reviewed at the end of each month. To earn its top overall ranking, Kate Spade excelled in the email category. The retailer achieved 100 percent "Issue Resolution" and averaged about just three hours to reply to customers’ emails, a key customer service benchmark to keep your eye on this holiday season.
Kate Spade ranked 24th in shipping and returns, 17th in phone and 11th in chat. The retailer may have some competition this holiday season from some other companies which have made StellaService's top 25 every month this year, including J.Crew, L.L.Bean, Zappos, ShopBop and Net-A-Porter.