1/15/10

L.L. Bean ranks tops in customer service for the third consecutive year

The outdoor apparel and gear retailer claimed the top spot in the Customer’s Choice survey for the third consecutive year.

Zak Stambor , Managing Editor

Outdoor apparel and gear retailer L.L. Bean, which sells through the web and catalogs, claimed the top spot in the Customer’s Choice survey for the third consecutive year. The survey is sponsored by the National Retail Federation Foundation, the research and education arm of the National Retail Federation, and payment card company American Express Co.

For the second straight year three web-only merchants-Overstock.com Inc., Zappos.com Inc. and Amazon.com Inc., respectively-took the next three spots. Rounding out the top 10, in order, were QVC Inc., Coldwater Creek Inc., HSN Inc., Lands’ End, J.C. Penney Co. Inc. and Nordstrom Inc.

“With competition at its peak in 2009, retailers this past year made sure to focus on excellent customer services all year long,” says Kathy Mance, NRF Foundation vice president. “Any company who secured a spot on the list this year should congratulate themselves and their employees for a job well done.”

The results are based on a survey of 8,600 consumers who were asked which retailer delivered best service, regardless of whether they sold through stores, catalogs, the web or television. Market research firm BIGresearch conducted the survey in September.

Topics:

Amazon.com, Home Shopping Network, L.L.Bean, Online shopping, Zappos.com

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