NRF: Amazon.com tops in customer service
New York City -- According to a survey released Tuesday by the NRF Foundation and American Express, Amazon.com has the best customer service among U.S. retailers.
The seventh annual Customers’ Choice survey, conducted by BIGinsight and polling 9,374 shoppers, saw the same group of retailers occupy the Top 10 spots in the poll, with some place-switching.
Behind Amazon.com in the No. 1 spot (Amazon.com ranked second last year) was L.L. Bean in second, Zappos.com in third, Overstock.com in fourth, QVC in fifth, Kohl’s in sixth, Lands’ End in seventh, J.C. Penney in eighth, Newegg in ninth and Nordstrom in tenth place.
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.”