Zappos.com Tops in Customer Service

Zappos.com took top honors in the sixth annual NRF Foundation/American Express Customers' Choice Survey, whose results were released at the National Retail Federation's Annual Convention and Expo in New York City. The survey, conducted by BIGresearch, is designed to gauge consumer attitudes toward retailers' customer service and provide a list of the retailer that offer the best customer service (as judged by consumers).

The Top 10 retailers in the ranking were:

  1. Zappos.com
  2. Amazon.com
  3. L.L. Bean
  4. Overstock.com
  5. Lands' End
  6. J.C. Penney
  7. Kohl's Department Stores
  8. QVC
  9. Nordstrom
  10. Newegg

"In a time when many retailers are competing on price, customer service becomes an outstanding way to stand out in the eyes of the consumer," said Kathy Mance, NRF Foundation executive director. "These retailers have done a great job of distinguishing themselves."