According to the fourth annual NRF Foundation/American Express Customers Choice survey, conducted by BIGresearch, shoppers revealed that L.L.Bean delivers the best customer service in all retail formats. Results were announced at the Annual Retail Industry Luncheon during the National Retail Federations 98th Annual Convention and EXPO in New York City. The top 10 winners of the survey were honored at the luncheon.
In the four-year history of the survey, shoppers have increasingly identified internet-only retailers among those who offered the best customer service. This year was no different with Overstock.com (#2), Zappos.com (#3) and Amazon.com (#4) filling out the top positions. Jumping five spots this year, JC Penney secured the number seven spot. Other multichannel and specialty retailers in the top 10 include Lands End (#5), Newegg (#6), QVC (#8), Coldwater Creek (#9) and Nordstrom (#10).
“Retailers this past year had the extra challenge of offering their customers great service amidst turbulent economic conditions,” said NRF Foundation Vice President Kathy Mance. “Any company who secured a spot on the list this year should be commended for stellar customer service and continued level of excellence.”
“Exceeding the expectations of customers through excellent service is incredibly important,” said Glenda McNeal, SVP Retail and Emerging Industries, American Express Merchant Services. “Particularly in a challenging economic environment, retailers who distinguish themselves through service are rewarded with increased customer loyalty and spending.”
