Online shopping has become everyone’s favorite way of finding what they need. It has never been easier to locate products and comparison-shop for the lowest prices, yet how do we choose between multiple sites that offer the exact same deal? More often than not, great customer service makes the difference, but who wants to find out the hard way that a site isn’t up to snuff? Consumers can now look to the stars for guideposts to the web’s best retailers.
STELLAService rates the customer service of online stores – anonymously, and rigorously – and issues their distinctive trust marks to those that make the grade and receive an “elite” or “excellent” score.
We’re happy to announce: Lunchsense has been awarded a STELLAService star for “excellent” customer service.
STELLA’s anonymous evaluation process stress tests more than 300 elements of the online customer experience. They navigate sites, conduct usability tests, order AND return products, interacting with companies via phone, email and (when applicable) online chat. It’s all done undercover (we had no idea we were being tested), so the results are unbiased and “true to the experience.”
“The beauty is we don’t need their permission to do it,” STELLA CEO, Jordy Leiser says. “We just go and become customers.”
While the preponderance of customer-generated, online reviews can prove helpful, STELLA recognized a need for independent, third-party evaluations done by professionals. “The crowd-sourcing idea is very important because you want to know what the community thinks,” Leiser says. “But they capture a very small percentage of the market, often only the extreme experiences.”
STELLA is serious about the business of evaluating customer service and they’ve convinced some big players to buy-in, securing $1.75 million in venture funding from key Wall Street investors. And fifty of the top online retailers are already displaying the STELLA trust mark including big names like Diapers.com, Zappos.com, and 1-800 Flowers.com. Only stores that receive an “elite” or “excellent” rating are entitled to display the STELLA star. According to the STELLA site,
This seal is the only trust mark on the Web that objectively and credibly communicates to shoppers that a store is truly dedicated to providing great customer service.
Passing the test once is only the beginning. STELLA evaluates stores repeatedly – at least once a year – so we have to keep meeting their “elite” or “excellent” benchmarks, or we’ll lose our star. And, because the reviews are conducted anonymously, we never know when we are being scored. Getting the star is a fabulous feather, but keeping it means maintaining a consistent track record of outstanding customer service.
Lunchsense has always taken a “keep it simple” approach to customer service. We want you to be completely satisfied with your lunchbox purchase, and we do everything we can to insure that you are. First and foremost, we’re real people. We strive to be accessible, friendly and accommodating, and we want our site to be as well. Shopping at Lunchsense should be a comfortable, agreeable experience—it wouldn’t be sensible any other way. If you find that we haven’t met your expectations, PLEASE tell us – we’ll listen, and we’ll try our best to make things right.
We’re extremely proud of our “excellent” customer service rating from STELLAService. It feels great to be counted among the web’s stars!