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L.L. Bean, Overstock, Take Top Three Retailer Customer Service Rankings

January 13, 2010

If retailer, such as in-person, by phone or online, customer service was honored like the Olympics held annually but by their audiences i.e. customers then L.L. Bean, and would be awarded the gold, silver and bronze respectively for two competitions in a row. Coming up fourth in both instances is L.L. Bean has won gold for three years running.

These firms achieved the apex of the Top Ten rankings in the 2009 National Retail Federation, or “NRF,” Foundation/American Express Customer Customers’ Choice survey announced Tuesday at the NRF's BIG Show Jan. 12. The same companies made the top four in the 2008 survey.
Below the top four QVC took fifth spot in 2009, up from eighth, switching with Land’s End. Coldwater Creek hiked up to sixth from ninth. HSN moved into the Top Ten at number seven, displacing JC Penney, which dropped to ninth. Kohl’s tied with 2008 Top Ten member Nordstrom for the tenth placement. Kohl’s also jumped up the list from number 18 in 2008.
The NRF Foundation/American Express 2009 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 8,600 consumers, was conducted by consumer marketing intelligence firm BIGresearch in September 2009. 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?” To develop a fair comparison, regardless of a retailer's size or geographic coverage, the consumer survey responses were compared to each retailer's 2008 revenues to develop the overall rankings.
“With competition as its peak in 2009, retailers this past year made sure to focus on excellent customer service all year long,” said NRF Foundation Vice President Kathy Mance. “Any company who secured a spot on the list this year should congratulate themselves and their employees for a job well done.” for one is very happy to be placed so high in the Top Ten. CEO Patrick Byrne congratulated the other retailers who were ranked with it and said he looked forward to 2010's rankings.
“All credit goes to my 1,000 colleagues, and especially, our Customer Care agents,” said Byrne. “Under the direction of SVP of Marketing and Customer Care Stormy Simon and VP of Customer Care Brian Popelka, our Customer Care team has made us a customer-centric organization. It is because of them that in the last five years has gone from being unranked to being #2 for the second year in a row.”
“We would like to thank the consumers of America for speaking so highly of us: there are a thousand folks here that are gratified to know that their hard work is so appreciated,” Byrne added.

Brendan B. Read is ContactCenterSolutions’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.

Edited by Kelly McGuire

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