StellaService photographs every ordered package to benchmark out-of-box customer experience.
Jordy Leiser · Jordy Leiser, StellaService // Data Driven NYC 23 // January 2014 (Hosted by FirstMark Capital) · Mar 3, 2014 · at 9:19
Jordy Leiser, CEO of StellaService, details his company's operational methodology for evaluating e-commerce retail fulfillment.
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“We also take photos of every single package that we order. So we're out there measuring all these companies every day, and we literally have photos of what the out-of-box experience is like”
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More from Jordy Leiser
A retailer attempted to bill StellaService for its mystery shopping test costs.
“Today I was actually out with a retailer who, Literally tried to give me a bill for all the products that we've ordered and returned and all the phone calls and emails that we have placed to that company.”
StellaService manufactures proprietary data rather than aggregating external sources.
“We're a unique beast in this world of big data, and that we're not really big data, it's sort of a big secret is that we actually make our own data. And pretty much every other data company that I think is presenting today and that you pretty much ever hear ab…”
Retailer clients actively help StellaService maintain mystery shopper anonymity during testing.
“One is that it's actually it's actually to the benefit of our clients that they don't know. That they want to keep it anonymous. So they actually work with us to help us ensure that we don't set off any triggers at their company, because they're the ones actua…”
StellaService customer service data integrates directly into Google and major marketplaces.
“So we are now integrated into Google and other search engines and shopping marketplaces with real live data about what it's like to buy from Finish Line or from Zappos.”
L.L. Bean achieved a 51-minute customer email response time benchmark.
“So L.L. Bean responds to emails in 51 minutes for this particular time period that we looked at.”
Harvard Business School licenses StellaService data to study customer service improvements.
“Second of all, we're actually working with Harvard Business School. We license our data to a team of researchers there to actually try to uncover, once we actually told the market, we were cut, we were measuring a lot of these companies before We told anybody,…”