Top 10 Customer Service Retailers for 2011

The announcement of the Top Ten Recipients for the 2011 Customers’ Choice Awards was made Tuesday, January 17, at the Annual Retail Industry Luncheon.

Finalists for the Customers’ Choice Awards were selected by shoppers in the seventh annual NRF Foundation/American Express Customers’ Choice survey. The survey, which asked 9,374 shoppers which retailer provides the best customer service, was conducted by BIGresearch.

The 2011 Customers’ Choice Awards Top Ten Recipients:

2.  L.L.Bean
3.  Zappos
5.  QVC
6.  Kohl’s Department Stores
7.  Lands’ End
8.  JCPenney
9.  Newegg
10. Nordstrom

According to shoppers, the top ten retailers for customer service in 2010 are:

  1. Zappos
  3. L.L.Bean
  5. Lands’ End
  6. JCPenney
  7. Kohl’s
  8. QVC
  9. Nordstrom
  10. Newegg

These results indicate the success of online retailers are having at delivering higher levels of customer service than their brick and mortar brethren.  Fifty percent of the top 10 are strictly online retailers.

What has your experience been with these retailers.


About Insights From Analytics

Integrated marketing professional who generates insights from analytics to increase revenue. Daily blog now resides at
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