SALT LAKE CITY, Feb. 1, 2012 /PRNewswire/ -- Overstock.com, Inc. (NASDAQ: OSTK) today reported that it provided the best overall customer service experience during the 2011 holiday season, as reported by STELLAService and Compuware Corporation.
"Overstock performed well during baseline testing of average call hold times, recording an average hold time of only 40 seconds. Overstock's customer service team was able to maintain this high standard, averaging 45 seconds per call during the holiday season. Overstock's performance ranked in the top of STELLAService's holiday call support performance testing," said John Ernsberger, co-founder, STELLAService.
"My job is to be the customer's advocate within the company," said Stormy Simon, Overstock.com's Senior Vice President of Customer Care, "We spend all year preparing every system and process we have for the holiday season. It is our customers' busiest time of the year. So our customers have the best experience possible, we want hold times to be much less than a minute."
STELLAService, an independent provider of customer service ratings for online retailers, conducted studies throughout the 2011 holiday season analyzing customer service and website performance satisfaction of the top 25 U.S. retailers. According to STELLAService, only Overstock.com and LLBean.com earned high marks across the entire online shopping experience--from the speed of web page downloads to the length of time it took to answer customer support calls. Overstock.com maintained a top 10 web performance ranking by controlling home page size and efficiently managing third-party content, thus increasing website performance. The website performance results were provided by Compuware, a technology performance company tracking web and mobile performance objectively for companies all over the world to ensure technology works well and delivers value.
STELLAService released several studies throughout the 2011 holiday season that highlighted Overstock.com's leadership in customer service. These studies were included in news coverage on CNBC, Bloomberg TV, The Consumerist, Business Insider, Aol Daily Finance, The Street and CRM Magazine. STELLAService also covered Overstock.com on its blog throughout the holiday season.
Dedicated to helping consumers make more informed online shopping decisions, STELLAService is the first and only independent provider of customer service ratings for online retailers. Using its proprietary, rigorous evaluation system, STELLAService rates thousands of retailers each year across a broad array of criteria, including usability and online tools, shipping and returns and customer support. To maintain its independence and objectivity, STELLAService pays for all products it purchases and relies on its staff of trained, full-time customer experience analysts to test the companies it evaluates. The company has been profiled in Advertising Age ("STELLAService strives to give e-tailers credibility") and its data has been featured in outlets from The Business Insider to The Chicago Tribune. Based in New York City, the company also publishes reports and other research to help companies worldwide improve their service operations. For more information, visit http://media.stellaservice.com/public/pdf/20541_StellaBenchmarkReport_WP.pdf.
Overstock.com is a technology-based retail company offering customers a wide variety of high-quality products, at great value, with superior customer service. The company provides its customers with the opportunity to shop for bargains by offering suppliers an alternative inventory distribution channel. Headquartered in Salt Lake City, Overstock.com is a publicly traded company listed on the NASDAQ Global Market System and can be found online at http://www.overstock.com and http://www.o.co. Overstock.com regularly posts information about the company and other related matters on its website under the heading "Investor Relations."
Overstock.com® and O.co® and Club O Rewards® are registered trademarks of Overstock.com, Inc. Club O(TM), and Club O Rewards Dollars(TM) and Your Savings Engine(TM) are trademarks of Overstock.com, Inc. All other trademarks are the property of their respective owners.
This press release contains certain forward-looking statements within the meaning of Section 27A of the Securities Act of 1933 and Section 21E of the Securities Exchange Act of 1934. Such forward-looking statements include, but are not limited to, statements regarding efforts expended to provide a great customer experience. Our Form 10-K for the year ended December 31, 2010, our subsequent quarterly reports on Form 10-Q, or any amendments thereto, and our other subsequent filings with the Securities and Exchange Commission identify important factors that could cause our actual results to differ materially from those contained in our projections, estimates or forward-looking statements.
SOURCE Overstock.com, Inc.