SOURCE: Diapers.com

Diapers.com

March 18, 2010 09:00 ET

Diapers.com Recognized for Outstanding Customer Service and Named "Elite" Online Retailer by Independent Ratings Agency, STELLAService

JERSEY CITY, NJ--(Marketwire - March 18, 2010) - Diapers.com, the largest online baby care specialty site in the United States, today announced that it has received an "ELITE" rating for online service quality, as recognized by customer service ratings agency STELLAService. In connection with this ELITE ranking, Diapers.com was also awarded the STELLAService Seal, the Web's most coveted and dependable hallmark for exceptional customer service.

In Q1 2010, STELLAService comprehensively evaluated and rated the 150 largest online retailers in the country by revenue, deeply analyzing the online tools, strategies and processes by which each company delivers its customer service. Diapers.com was ranked #2 out of only 11 companies that were given ELITE status level for overall customer service quality.

Diapers.com is the premier online destination for baby goods and the fastest growing online retailer in the United States. The site offers everything from diapers, wipes, formula and baby food to shampoo, cribs, car seats, clothing, strollers and more, and has the best prices online.
With 24-hour customer service and overnight, free shipping on "everything but the baby," Diapers.com has made it easier than ever for parents to take care of all their baby's needs.

"Customer service is central to everything we do," said Diapers.com co-founder and CEO Marc Lore. "Our mission at Diapers.com is to make life easier for moms and dads everywhere, and this recognition only reinforces our desire to work toward that goal every day."

The STELLA Rating system is the only consistent, uniform and independent measurement of the customer service performance of online retailers. The ratings are rooted in objective data, covering over 300 unique customer service features, metrics and tools, with elements appropriately weighted by vertical (i.e. apparel, electronics, etc.) to give more significance to elements of the customer experience that matter most. For example, convenient access to communication channels, fast delivery, easy returns and the helpfulness of customer service representatives are key measurements, as is a company's website in both form and content. The methodology's weightings incorporate extensive consumer surveys and academic research through which STELLAService has been able to determine the specific criteria that most significantly impact customer service performance for e-commerce companies. Each evaluation conducted by STELLAService consists of extensive usability testing, ordering (and returning) several products throughout the United States and engaging in over a dozen interactions with the customer service representatives of each site.

About Diapers.com
Diapers.com is the largest online baby care specialty site in the United States, offering everything from diapers, wipes, formula and baby food to shampoo, cribs, car seats, clothing, strollers and more. Diapers.com makes life easier for moms and dads by delivering the products they need in 1-2 days and offering them at the lowest prices online. With Diapers.com, parents never have to drive to the store or wait in line again for their everyday baby care needs. Thanks to an ever-expanding brigade of more than 500,000 happy moms and dads who cheerfully spread the word on where to find "the best deal on diapers and more," Diapers.com is the world's fastest growing e-commerce destination. For more information, go to www.diapers.com

About STELLAService
STELLAService is the first and only company dedicated to publishing objective, in-depth ratings on the customer service performance of online businesses. STELLAService adheres to the highest evaluation standards; it does not accept compensation or incentives from Internet retailers for its ratings, and pays for all products purchased from -- and returned to -- each website it evaluates. Retailers cannot pay to be rated nor can they influence the ratings in any way. The invaluable data obtained by STELLAService is used by consumers to make more informed online purchasing decisions and by companies to obtain crucial business and industry intelligence. Formed in April 2009, the company's Advisory Council and highly trained analysts represent today's thought-leaders in the area of online customer service. More information can be found at: www.stellaservice.com. To view the STELLA Ratings, please visit: http://stellaservice.com/index.php/stellaratings.

Contact Information

  • Company Contacts:
    LaunchSquad (for Diapers.com)
    quidsi(at)launchsquad(dot)com
    (415) 625-8555