Apparel Retailers Dominate in Customer Service Survey

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Apparel Retailers Dominate in Customer Service Survey

01/20/2012
Consumers have spoken: Amazon.com has the best customer service among U.S. retailers, according to a survey of thousands of shoppers. In a survey of 9,374 shoppers, Amazon.com took top honors in the seventh annual NRF Foundation/American Express Customers’ Choice survey, conducted by BIGinsight. The results were announced at the Annual Retail Industry Luncheon during the National Retail Federation’s 101st Annual Convention and EXPO in New York City. The top 10 winners were honored at the luncheon.
 
Barring a few who switched spots, the top 10 retailers remain the same as last year.  Continuing to rank high with savvy online shoppers, Amazon.com came in at number one, up from second place last year. L.L.Bean (#2), Zappos.com (#3), Overstock.com (#4), QVC (#5), Kohl’s (#6), Lands’ End (#7), JCPenney (#8), Newegg (#9) and Nordstrom (#10) round out the remainder of the list. Consumers were asked which retailer they thought delivers the best customer service overall.

“Today’s consumer has high expectations when it comes to their shopping experience, whether in-store or online,” said NRF Foundation executive director Kathy Mance. “The top retailers on this list found effective ways to win over shoppers not only with low prices, but also stellar customer service and value-added features such as unique mobile applications, free shipping and unforgettable in-store experiences.”
 
“American Express warmly congratulates this year’s Customers’ Choice winners,” said Shane Berry, senior vice president and general manager of the National Client Group at American Express. “Considering the increasingly complex marketplace – and the digital transformation our own company is undertaking – we appreciate the challenges these retailers face and applaud them for delivering outstanding and innovative service to their customers wherever they choose to shop.”
 
The top 10 retailers for customer service are:
1.)    Amazon.com
2.)    L.L.Bean
3.)    Zappos.com
4.)    Overstock.com
5.)    QVC
6.)    Kohl’s
7.)    Lands’ End
8.)    JCPenney
9.)    Newegg
10.)    Nordstrom