iHerb Rated Best in Order Processing and Shipping
The Online Retailer Leads in Several Categories of a September Audit of Processes
MORENO VALLEY, California (PRWEB)
November 18, 2014
http://digcan.com/health/iherb
iHerb, one of the world’s largest and most successful e-commerce companies, has been rated as the leader in several service and performance categories according to a September, 2014 independent audit of online retailers.
iHerb was rated best among peers in the vitamins industry in a number of categories – including shipping speed and returns processing - critical to providing customers with responsive service and fast delivery. The ratings were compiled by StellaService Inc., an independent provider of customer service ratings and analytics for online retailers.
“We have placed a great deal of emphasis on improving our customer service and performance ratings over the past year, and the September report reflects our progress,” said John McCarthy, iHerb’s Director of Marketing. “Our challenge is to maintain a level of delivering top customer service in the categories we lead, as we continue improving our performance in other areas.”
Using a process audited by global accounting and auditing firm KPMG, StellaService analysts measure and rate the customer service experience across a variety of channels including phone, email and chat, as well as shipping, returns and refunds. The service metrics are based on speed and quality, amount of time to reach a live representative on the phone, product and policy knowledge and packaging quality. Shipping audits were conducted across the Midwest, Northeast, South and West regions of the United States.
Highlights of the September audit revealed:
? iHerb ranked #1 in total days to delivery (fulfillment time plus delivery time) at 2.5 days. Peer average is 4.3 days. iHerb was rated ahead of Vitacost, BodyBuilding, Vitamin Shoppe and GNC.
http://digcan.com/health
? iHerb ranked #1 in fulfillment days (time required to fill the order and ship) at .3 days, followed by GNC and Swanson.
? iHerb ranked #1 in processing returns (1.5 days) and #2 overall at 7.8 days. This is impressive considering we process all returns in MV and lose transit time for east coast shipments. Many of our competitors process returns in multiple locations.
? iHerb ranked #2 in transit speed (includes carrier delivery time) at 2.5 days, followed by Vitacost at 3.3 days. Swanson and GNC were over 6 days. Leading the transit speed category was BodyBuilding, at 1.7 days.
StellaService is the only independent provider of customer service ratings and syndicated data for online retailers.
The company utilizes a nationwide network of mystery shoppers to evaluate each site undercover, ensuring findings that are unbiased and true to the shopping experience. Based in New York City, the company also publishes reports and other research to help companies worldwide improve their service operations.
Performance and service ratings compiled by StellaService help shoppers better understand the service quality of online merchants big and small. StellaService customer service performance data is used within Google offerings, including Google Trusted Stores, a selective certification program that helps shoppers identify the best online stores. iHerb is certified as a Google Trusted Store and its desktop-website, mobile website and mobile applications are translated in six different languages.
iHerb is a major online retailer of herbal and holistic health products, bath & beauty, specialty grocery items, superfoods, kids & babies, pets, creams and lotions, aromatherapy and fitness products. The company operates two inventory control and shipping centers – Moreno Valley, California and Hebron, Kentucky – that fill and ship customer orders both domestically and worldwide. iHerb’s product listing includes more than 35,000 products.
STELLA Metrics Transit Speed Graph
Our challenge is to maintain a level of delivering top customer service in the categories we lead, as we continue improving our performance in other areas
Showing posts with label iherb. Show all posts
Showing posts with label iherb. Show all posts
2013-09-22
My iHerb Order 9/22/2013
Now Foods, XyliWhite Mouthwash, Cinnafresh, 16 fl oz (473 ml)
Bio Kleen, Laundry Powder, All Temperature, 5 lbs (2.27 kg)
Paradise Herbs, Vital Treasures, Healthy Hair & Skin, 60 Veggie Caps
Paradise Herbs, Turmeric, 90 Veggie Caps
Now Foods, Solutions, Xyli•White, Toothpaste Gel with Baking Soda, Fluoride-Free, Platinum Mint, 6.4 oz (181 g)
Lane Labs, Flora 3, 2 Veggie Caps - Free
Y.S. Eco Bee Farms, 100% Certified Organic Raw Honey, 2.0 lbs (907 g)
Manitoba Harvest, Hemp Hearts, Raw Shelled Hemp Seeds, 8 oz (227 g)
http://digcan.com/health/iherb
Bio Kleen, Laundry Powder, All Temperature, 5 lbs (2.27 kg)
Paradise Herbs, Vital Treasures, Healthy Hair & Skin, 60 Veggie Caps
Paradise Herbs, Turmeric, 90 Veggie Caps
Now Foods, Solutions, Xyli•White, Toothpaste Gel with Baking Soda, Fluoride-Free, Platinum Mint, 6.4 oz (181 g)
Lane Labs, Flora 3, 2 Veggie Caps - Free
Y.S. Eco Bee Farms, 100% Certified Organic Raw Honey, 2.0 lbs (907 g)
Manitoba Harvest, Hemp Hearts, Raw Shelled Hemp Seeds, 8 oz (227 g)
http://digcan.com/health/iherb
2013-07-13
iHerb Inc. Earns NSF Good Manufacturing Practice (GMP) Registration
iHerb Inc. Earns NSF Good Manufacturing Practice (GMP) Registration
Fri Jul 12, 2013
Reuters
GMP registration demonstrates iHerb’s commitment to quality
http://digcan.com/health/iherb
iHerb.com, a leading online retailer of nutritional supplements and wellness products announced today that its Moreno Valley, CA distribution facility is now a Good Manufacturing Practices (GMP) facility following certification by NSF International. NSF International is an independent, not-for-profit organization that writes standards, tests and certifies products and facilities across many industries. NSF’s goal is to protect and improve human health on a global scale.
Earning GMP registration from NSF International verifies that the iHerb Inc. facility has the proper methods, equipment, facilities and controls in place for warehousing and distributing dietary supplement products. While GMP certification is not a requirement for distribution centers, iHerb pursued the registration designation as part of its commitment to quality assurance.
“We are pleased to have GMP registration and believe this is a testament to the commitment to quality our employees deliver with each and every customer order,” said Troy Vanwormer, Director of Operations at iHerb. “Today’s consumers want and deserve to have a distribution center with the highest quality standards especially when ordering products online. With this registration, iHerb is ensuring its facility is adhering to the highest quality controls and processes for an online retailer.”
The NSF GMPs were developed in accordance with the U.S. Food and Drug Administration’s (FDA) 21 CFR part 111 regulations on dietary supplement packaging and distribution.
The NSF GMP registration builds upon the Google Trusted Store Badge, awarded to iHerb earlier this year. The Google Trusted Store Badge designates that iHerb delivers on its promise of excellent customer service and on-time shipping. The Google Trusted Store Badge was awarded after completion of a 28-day evaluation period that reviewed iHerb’s customer service and shipping performance. As of July 1st, iHerb has processed over 400,000 orders with a 98% on-time shipping, and a 99.9% issue-free order rate.
About iHerb Inc.
iHerb Inc. (iHerb.com) is a leading online retailer of nutritional supplement and wellness products. Via its e-commerce website, iHerb.com delivers 35,000 products from over 1,500 brands direct to the customer in more than 150 countries. iHerb.com offers nutritional supplements such as vitamins, minerals, herbs and other botanicals, as well as bath and beauty products, pet care, sports nutrition and children’s health products.
Visit iHerb.com for more information.
iHerb
John McCarthy, Director of Marketing
(951) 616-3600 ext. 2089
Fri Jul 12, 2013
Reuters
GMP registration demonstrates iHerb’s commitment to quality
http://digcan.com/health/iherb
iHerb.com, a leading online retailer of nutritional supplements and wellness products announced today that its Moreno Valley, CA distribution facility is now a Good Manufacturing Practices (GMP) facility following certification by NSF International. NSF International is an independent, not-for-profit organization that writes standards, tests and certifies products and facilities across many industries. NSF’s goal is to protect and improve human health on a global scale.
Earning GMP registration from NSF International verifies that the iHerb Inc. facility has the proper methods, equipment, facilities and controls in place for warehousing and distributing dietary supplement products. While GMP certification is not a requirement for distribution centers, iHerb pursued the registration designation as part of its commitment to quality assurance.
“We are pleased to have GMP registration and believe this is a testament to the commitment to quality our employees deliver with each and every customer order,” said Troy Vanwormer, Director of Operations at iHerb. “Today’s consumers want and deserve to have a distribution center with the highest quality standards especially when ordering products online. With this registration, iHerb is ensuring its facility is adhering to the highest quality controls and processes for an online retailer.”
The NSF GMPs were developed in accordance with the U.S. Food and Drug Administration’s (FDA) 21 CFR part 111 regulations on dietary supplement packaging and distribution.
The NSF GMP registration builds upon the Google Trusted Store Badge, awarded to iHerb earlier this year. The Google Trusted Store Badge designates that iHerb delivers on its promise of excellent customer service and on-time shipping. The Google Trusted Store Badge was awarded after completion of a 28-day evaluation period that reviewed iHerb’s customer service and shipping performance. As of July 1st, iHerb has processed over 400,000 orders with a 98% on-time shipping, and a 99.9% issue-free order rate.
About iHerb Inc.
iHerb Inc. (iHerb.com) is a leading online retailer of nutritional supplement and wellness products. Via its e-commerce website, iHerb.com delivers 35,000 products from over 1,500 brands direct to the customer in more than 150 countries. iHerb.com offers nutritional supplements such as vitamins, minerals, herbs and other botanicals, as well as bath and beauty products, pet care, sports nutrition and children’s health products.
Visit iHerb.com for more information.
iHerb
John McCarthy, Director of Marketing
(951) 616-3600 ext. 2089
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