Sierra Trading Post was recognized for superior customer service this week by STELLA Service, an independent company that rates eTailers’ customer service performance. STELLA’s monthly benchmark survey included more than 100 large Internet retailers across 10 popular product categories with more than $100 million in annual revenue.
Though the Wyoming-based company is frequently lauded for superior customer service, August marked the first time Sierra Trading Post made STELLA Service’s top 10 list when compared with 101 retailers in 10 segments, including apparel, beauty, department stores, electronic media, home improvement, home furnishing, office supplies, sporting goods and sportswear. That analysis benchmarked levels of service for phone, email, shipping and returns among a group of merchants monitored on a daily basis by STELLA.
Sierra Trading Post was joined by JCrew, Kate Spade, Saks Fifth Avenue and Shopbop.com on STELLA’s top 10 list. Other active and outdoors lifestyle retailers making the top 10 list included Cabela’s, lululemon and L.L.Bean.
Sierra Trading Post bested competitors in the Sporting Goods/Outdoor Category last month, taking top performance honors in shipping and returns for ease of returns, clear policy and speedy shipping. In fact, “SierraTradingPost.com was the only company in the category to deliver in less than five days,” according to the survey.
In phone and email categories, Sierra Trading Post also shines. Callers are greeted immediately by an agent in one of the brand’s Wyoming call centers. Customer-generated email gets a response in 35 minutes or less, chats are responded to within 10 seconds, and all agents are knowledgeable about product and policy.
“We’re successful with service because we empower our agents on the front lines,” says Kimberly Porlier, customer service manager for Sierra Trading Post. “From their desks here in Wyoming, they are highly responsive on phone, email, chat and social media to make sure orders are right and concerns are resolved smoothly and quickly in a single contact.”
STELLA also noted the brand’s commitment to outstanding customer service extends to Twitter, where specially trained agents respond around the clock to followers voicing concern for orders or sharing the incredible deals on outdoor gear and apparel Sierra Trading Post is known for.
“This is nice acknowledgement for our 150 customer service agents, 40 returns specialists and 270 Fulfillment Center employees,” Porlier added. “Making customers happy is what we do 24 hours a day, seven days a week, wherever and whenever they reach out to us.”
