The NRF Foundation/American Express Survey just announced the winners of its Customers’ Choice survey, with L.L. Bean coming out on top.
The survey, conducted by BIGresearch which polled 8,167 consumers, named Bean the hand-down winner in online, as well as offline, customer service channels.
In its four-year history, web-only retailers are the leaders in
customer service. This year, the other top spots were nabbed, in
descending order, by Overstock.com,
Zappos.com, and Amazon.com.
“Retailers this past year had the extra challenge of offering their
customers great service amidst turbulent economic conditions,” commented NRF
Foundation VP Kathy Mance. “Any company who secured a spot
on the list this year should be commended for stellar customer service
and continued level of excellence.”
A PDF download of the top 44 retailers in customer service is available here.