Tops with consumers: L.L. Bean   

New York – Direct-to-consumer outdoor lifestyle retailer L.L. Bean has taken top honors in the third annual NRF Foundation/American Express Customer Service Survey, which measures shopper satisfaction across all retail formats.

The survey of 8,800 consumers conducted by BIGresearch found internet-only retailers in top spots on the list, with coming in second, third, fourth and 10th.

Other retailers on the list operate websites and physical stores or catalogs, with multichannel retailers Blair (No.5), Lands’ End (No.6), Coldwater Creek (No.7), Nordstrom (No.8) and Lane Bryant (No.9) rounding out the top 10, the survey found.

L.L. Bean moved up from third place in 2006 to secure the number one spot this year.

In terms of customer service, shoppers said they expect the most from restaurants and specialty stores – which both rated 4.4 out of 5.0. Customers also have high expectations of department stores (4.1), drug stores (4.0), grocery (3.9), internet retailers (3.8) and membership warehouse clubs (3.7). Shoppers say they expect the least from discounters, with a ranking of 3.4.

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HTT digital edition

See the May 2017 issue of Home & Textiles Today. In this issue, we discuss our annual Market Basket survey, which finds higher prices and more polyester at leading retailers. See details!