Consumers rate retailers on service
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.
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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