Consumers rate retailers on service
Jennifer Marks -- Home Textiles Today, November 6, 2006
Washington – In a customer service satisfaction survey conducted by the National Retail Federation (NRF) and American Express, Amazon.com ranked as the nation’s top company for customer service.
Amazon.com is followed by Nordstrom (last year’s No. 1), L.L.Bean, Overstock.com, and Lane Bryant. Retailers rounding out the top 10 included Boscov’s, Kohl’s, REI, Lands’ End, and Macy’s in the survey conducted by BIGresearch.
On the subject of service, customers say they expect the most from restaurants, which had a 4.46 rating out of 5.0. Specialty stores (4.40) and department stores (4.12) were next on the list. Although they expect more from some retailers than others, shoppers’ expectations of service rose in all categories this year compared to last. According to the survey, customers’ service expectations have risen the most with warehouse clubs (a 3.86 rating this year compared to a 3.58 rating in 2005, a 7.95% increase), discount stores (3.40 vs. 3.21, a 5.88% increase) and online (3.92 vs. 3.71, a 5.75% increase).
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