In providing great customer service, LL Bean has once again been hailed as the No. 1 in retail, according to the fourth annual NRF Foundation/American Express Customers’ Choice survey, conducted by BIGresearch, writes Retailer Daily.
Surveyed shoppers said LL Bean delivers the best customer service in all retail formats. Consumers answered the open-ended question, “Thinking of all the different retail formats (store, catalog, internet, or home shopping), which retailer delivers the best customer service?”
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 the same, with Overstock.com (#2), Zappos.com (#3) and Amazon.com (#4) taking the top positions.
Jumping five spots from last year, JC Penney secured the #7 position. 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 VP Kathy Mance. “Any company who [sic] 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.”
About the survey: The NRF Foundation/American Express 2008 Customer Service survey was designed to gauge consumer attitudes toward retailers’ customer service and to provide a listing of the top customer service retailers. The survey, which polled 8,167 consumers, was conducted by consumer marketing intelligence firm BIGresearch from September 2-9, 2008.
