News

Survey names top 10 retailers for customer service

November 20, 2011

Whether it's an unbeatable return policy, a helpful sales associate or 24-hour shopping convenience, holiday shoppers define customer service in a variety of ways. The NRF Foundation, the research and education arm of the National Retail Federation, has announced the top 10 retailers for excellent customer service selected by shoppers in the seventh annual NRF Foundation/American Express Customers' Choice survey.

The survey, which asked 9,374 shoppers which retailer provides the best customer service, was conducted by BIGresearch.

According to shoppers, the ten finalists for customer service, in alphabetical order, are:

• Amazon.com
• JCPenney
• Kohl's Department Stores
• Lands' End
• L.L.Bean
• Newegg
• Nordstrom
• Overstock.com
• QVC
• Zappos

The official ranking of each retailer in the top 10 will be unveiled at NRF's Annual Retail Industry Luncheon on Tuesday, Jan. 17, 2012, during NRF's 101st Annual Convention and EXPO. The complete list of 46 retailers that shoppers selected as having the best customer service will also be released at that time.

This year marks the seventh year American Express and the NRF Foundation have conducted the Customers' Choice survey. Together, they provide tools and training for retailers to serve customer needs and strengthen the retail industry.

The survey is designed to gauge consumer attitudes toward retailers' customer service, to promote best practices in customer service and to recognize retailers providing excellent customer service. The survey was conducted Sept. 6 -14, 2011.