Top 10 Retailers for Customer Service

Posted Nov. 24, 2010, at 10:02 p.m.

With millions of Americans beginning to flood stores and websites in search of holiday deals, the NRF Foundation, the research and education arm of the National Retail Federation, has announced the top 10 retailers for customer service selected by shoppers in the sixth annual NRF Foundation-American Express Customers’ Choice survey. The survey, which asked 9,291 shoppers which retailer provides the best customer service, was conducted by BIGresearch.

According to shoppers, the top 10 retailers 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

While this is not the order of their rank, the official announcement of the rank of each retailer will be unveiled at NRF’s annual Retail Industry Luncheon on Jan. 11, 2011, during NRF’s 100th annual Convention and EXPO. The complete list of 46 retailers that shoppers selected as having the best customer service will also be released then.

This year marks the sixth 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 Aug. 31 – Sept. 8, 2010.

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