This marks the fifth time that The Dolls House Emporium has won the award. The success shows the company is committed to delivering a trusted brand that continues to improve thanks to customer feedback, innovation and continuous improvement.
Managing director Jackie Lee said: "We pride ourselves on delivering exceptional customer service so it's especially nice to have this recognised by experts in the omnichannel industry, who were impressed that we supported our entry with evidence of outstanding customer service and this was borne out by their own research.
"We already know from customer comments and feedback how they value what we do and appreciate the efforts we make.
"Winning this award again last year was thrilling but to retain it shows that we continue to have our customers' interests at the centre of what we do. I'd like to take this opportunity to thank our customers for their continuing support - no one knows the market like they do and they judge us every day."
ECMOD - the organising body for the multi-channel marketing industry - run the annual Direct Commerce Awards to recognise business excellence for organisations engaged in direct-to-customer retailing.
The Dolls House Emporium was judged on a range of aspects, including how all colleagues in the company embrace every aspect of customer service, from product design right through to fulfilling the order.
Also highlighted was the multi-channel approach through the main website www.dollshouse.com and the forum, blog, facebook and twitter presence, as well as other ways in which the company welcomes feedback and responds to it.
Judges saw The Dolls House Emporium catalogues, which are published in different versions for trade or retail customers, as well as in different languages and currencies for different parts of the world. They were also shown the excellent Feefo reviews and ratings, given by customers themselves.