Vitacost Ranks Top Five for Fastest Order Life Cycle
July 25 2014 - 8:00AM
Vitacost.com Ranks #1 in the Vitamin
and Supplement Category
Vitacost.com, Inc. (Nasdaq:VITC) a leading online retailer of
healthy living products, announced today that it has been ranked #5
for fastest Order Life Cycle, a metric that combines the total days
to deliver an order with the total days to process a refund,
according to StellaService, a company that measures the customer
service performance of online retailers. StellaService analyzed
5,000 orders and refunds placed at 138 online retailers during a
one-year time-frame beginning in July 2013. In the category of
vitamins and supplements, Vitacost.com ranked #1.
Order Life Cycle (OLC) includes two measurements: Total Days to
Delivery, which calculates total days from when an order is
submitted online to when the package arrives; and Total Days to
Refund Processed, which measures days elapsed from when an item is
returned to when a refund is posted to the customer's credit card
statement. Vitacost.com's average OLC was 8.7 days, well below the
15.8 average for all 138 online retailers analyzed in the
survey.
"In terms of pure refund speed, at just 5.9 days to process a
refund, Vitacost.com has consistently been among the top performers
in the industry. In a separate survey looking specifically at
refund speed, Vitacost ranked #6 out of all the companies we
reviewed," stated Kevon Hills, StellaService Vice President of
Research. "Where they have really improved is on the delivery
side of the OLC equation, improving speed of delivery from an
average of 6 days at the beginning of 2013 to an average of 3 days
during the second quarter of this year."
"We are continually working to improve the customer experience
at Vitacost.com and have made a concerted effort over the past year
to improve the efficiency of our fulfillment organization,
including adding regional carriers to increase the speed of
delivery to our customers," stated Jay Topper, Chief Information
and Technology Officer of Vitacost.com. "We also launched a
customer service portal, 'Service Central', during the latter part
of 2013, which allows customers to instantly request a refund or
replacement product by logging into their account and completing a
few simple steps. This has helped automate and further enhance
the post-sale experience. We are thrilled with our Top 5
ranking in recognition of our efforts and view customer
satisfaction as a critical measure of Vitacost's success."
About StellaService
StellaService is dedicated to creating a world with better
customer service – helping businesses achieve it and consumers find
it. Leveraging a national network of full-time mystery shoppers,
StellaService evaluates the customer service and fulfillment
abilities of the Internet's top retail sites on a daily basis. The
objective data collected powers Stella Metrics, the only platform
for measuring, benchmarking and improving the end-to-end service
experience across dozens of operational metrics in key areas such
as chat, email, phone and fulfillment. StellaService independent
data also powers the StellaService Seal, which is awarded to online
merchants that provide Elite and Excellent customer service.
Founded in 2010, StellaService is headquartered in New York City.
Investors include Battery Ventures, Consigliere, DFJ Gotham,
Forerunner Ventures, Norwest Venture Partners and RRE Ventures. For
more information visit www.stellaservice.com or follow
StellaService on Twitter @StellaService.
About Vitacost.com, Inc.
Vitacost.com, Inc. (Nasdaq:VITC) is a leading online
retailer of healthy living products, including dietary supplements
such as vitamins, minerals, herbs and other botanicals, amino acids
and metabolites, as well as cosmetics, organic body and personal
care products, pet products, sports nutrition and health foods.
Vitacost.com, Inc. sells these products directly to consumers
through its website, www.vitacost.com. Vitacost.com, Inc.
strives to offer its customers the broadest selection of healthy
living products, while providing superior customer service and
timely and accurate delivery.
CONTACT: Investor Contact:
Vitacost.com
Kathleen Reed
Director of Investor Relations
561.982.4180 #2292
Kathleen.reed@vitacost.com
StellaService Contact:
Ty McMahan
Sr. Director of Marketing and Content
646.218.9640
ty.mcmahan@stellaservice.com
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