Not a single online pure-play was among the 10 consumer merchants rated by The E-tailing Group as providing the best online customer service. The Chicago-based consultancy shopped from 100 Websites during the fourth quarter of 2004 and rated the following companies as tops at service: apparel merchants Ann Taylor, Coldwater Creek, and Nordstrom; computer manufacturer/marketer Hpshopping; midrange apparel and home products merchant Lands’ End and upscale colleague Neiman Marcus; pet supplies retailer PetsMart; general merchant QVC; home décor cataloger/retailer Restoration Hardware; and music and movies retailer Tower Records.
Among the criteria to rank the Websites’ service offerings were presence of a toll-free phone number and a keyword search function; the ability to respond to an e-mail query with a specific answer within 25 hours; the ability to check out in no more than six clicks; and online shipping status.