Survey: Nine merchants lauded for online customer service excellence

CHICAGO -- A survey released Tuesday by the e-tailing group said that nine merchants out of the 100 benchmarked excelled at online customer service.

According to the group’s 13th Annual Mystery Shopping Study, conducted during fourth quarter 2010, Lands’ End made the list for a third consecutive year. Coach and Saks Fifth Avenue are two-year repeat achievers.

"These merchants understand that efficiency and convenience are essential to deliver a best-in-class online shopping experience,” said Lauren Freedman, president of the e-tailing group.

The top performers, listed alphabetically, were 1-800 Flowers, Abt, Coach, Drs. Foster & Smith, Foot Locker, King Arthur Flour, Lands End, Orvis and Saks Fifth Avenue.