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NRF Foundation/AmEx Survey finds JCP, Kohl's among top in customer service - again

New York - A survey of more than 9,200 U.S. shoppers found that the top 10 major retailers offering the best customer service continues to include the likes of JCPenney, Kohl's and Nordstrom.

The sixth annual NRF Foundation/American Express Customers' Choice survey was conducted by consumer research firm BigResearch in September 2010, and the results were announced Wednesday at the Annual Retail Industry Luncheon during the National Retail Federation's 100th Annual Convention and Expo here.

This year's top 10 retailer providers of customer service are:

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

While many of these companies are not new to the list, newcomer for 2010, Newegg jumped five spots from last year to join the top 10 for the first time. "Continuing to impress shoppers with their stellar service," NRF noted, are: Amazon.com, L.L.Bean, Overstock.com, Lands' End, JCP, Kohl's, QVC, and Nordstrom.

This annual survey is designed to gauge consumer attitudes toward retailers' customer service and to provide a listing of the top customer service retailers.

"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 from their competition."
Added Christopher Hollins, vp, American Express Global Merchant Services: "It's been our honor to present this award with the NRF for many years now. One of the most interesting trends we've seen is that the list of retailers continues to evolve as customer service changes with the times."

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