The website for outdoor retailer L.L.Bean, http://www.llbean.com, achieved the highest overall score among online apparel retailer brands in a recent report by J.D. Power and Associates. The report focused on customer satisfaction for online apparel retailers as examined across seven key factors including two where L.L.Bean achieved the highest scores:
- Online Store Services and Delivery – which includes ease of placing order; variety of delivery options; and speed of delivery. This factor carries the highest weight in determining overall satisfaction. L.L.Bean offers everyday free shipping to the US and Canada with no minimum purchase. Orders are delivered within 3-5 business days via shipping partner United Parcel Service.
- In Stock Availability of Merchandise-L.L.Beans in stock levels were rated consistently higher than the industry average.
Providing exceptional customer service is our number one priority at L.L.Bean and is the factor that sets us apart from our competitors, said Chris McCormick, L.L.Beans President and CEO. Being recognized as a leader in customer satisfaction by J.D. Power and Associates is a demonstration of our employees commitment to serve our customers 24 hours a day.
The report surveyed more than 2,300 customers who made an online purchase from the apparel retailers in the past 12 months. Overall satisfaction was measured across seven factors (in order of importance): online store service and delivery; website/online store; usefulness of information; in-stock availability of merchandise; competitiveness of pricing; variety of merchandise; competitiveness of pricing; variety of merchandise offered; and contact with customer service.
L.L.Bean will be acknowledging this prestigious accolade in their catalogs, on their web site and other marketing endeavors.
