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NRF survey: Amazon is tops in customer service

January 18, 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 Tuesday 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.

With the exception of 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. 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."

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