For those of you unable to attend the NRF BIG Show this year (or who may have been hibernating under the retail rug), winners were announced this week for the 2011 Customers’ Choice Awards.
For the past several years, we’ve been pleased to provide the research behind the Customers’ Choice Awards to the NRF Foundation /American Express…research which (of course) comes straight from the thoughts of more than 9,000 consumers in our monthly survey.
While finding out which retailers rated tops among consumers is exciting, it’s always interesting to see why a particular retailer received a vote [because we ask that, too.] Results to this unaided, write-in question are available by request to the relevant retailer on a case by case basis, but we thought it’d be interesting to share a few for the Top 10 retailers:
“Amazon always does an excellent job fixing any problems that come. They’ll give you a quick refund or send a replacement item immediately. If the shipping takes longer than expected, they’ll refund the cost of shipping or give you store credit. They really got the extra mile to prove that they actually care about your business.”
“I have shopped with them for many years now. They have always been very helpful and have always gone out of their way to be helpful sometimes even going above and beyond the call of duty, so to speak.”
2. L.L. Bean
“I called once because an item was missing in my order…the lady who took my call was pleasant professional and really fast at figuring out how to help me. I received my item two days later…which to me indicated that she had the item ready that same afternoon to ship out immediately. That’s Customer Service.”
“They stand behind their products 100% and no questions or hassles should you need to return an item, even years later.”
“No charge for shipping (either way) and returns without a hitch. Attentive to a problem if it arises, which it usually doesn’t. These people know how to run a business. They should be in Congress.”
“24/7 live customer service, free shipping and free returns with no hassle, video of products to see what they look like on real (not models) people!”
“I love O.co! They have wonderful selections that are ever changing and ever growing. They offer sales and promotions more than anywhere else. Their shipping is fast and secure and usually less than anywhere else. You can call and speak to someone live about any issue or question. What’s not to love?”
“I just think they stick out more to me because whenever I had issues with the products I purchased through them, they were always so quick to help me find a solution regarding the problem. They were quick in shipping out a replacement product and followed up with an email. They are awesome!”
“Because they are the best at customer service. They strive to make sure all orders are correct and are very helpful whether on the phone or online. They are the best!”
“QVC means quality, value and convenience. As a result, no matter what day or time I call or online chat, return a product or ask questions, they are always friendly, engaging and interested in my issue, concern or purchase.”
“Always a hello and smile when you walk in the door. A no haggle return policy and great sales are the biggest assets to the company.”
“Kohl’s has not lost sight of the “little people.” Unlike [Retailer Withheld], who seems to be more concerned with having the lowest price on everything possible….which is not ALWAYS what the customer wants. I had worked in retail myself for over 17 years and can tell that Kohl’s has the same mentality that I had learned many years ago….customer service is the key!!!!”
7. Lands’ End
“They give exact measurements of every garment and are the friendliest people I have ever encountered. When I have to exchange or return something, they go out of their way to help me.”
“The consistently provide the most efficient and friendly customer service in all formats.”
“JCPenney always goes out of their way to help the customer. They have a fair return policy. The store associates are on the floor and easy to find if you need help. The company has wonderful sales and reward incentives for shopping with them. I have never had a negative experience shopping at JCPenney!”
“You would have to be in the store to experience what I’m talking about. It’s like all of the staff had been trained at the same place as Nordstrom. They have put the emphasis on customers.”
“They provide the customer with the tools to rate and complain (if needed) and give overall feedback on each product and the store in general. They are always willing to work with you if you have a problem.”
“I work with this company a lot. As such, I see some less than stellar attempts at delivery that result in high dollar items being destroyed. All of my contact with them is great and these people are ones that I feel like I can sit and have a beer with.”
“I have never been to a Nordstrom where employees did not go far out of their way to help me. They will help you pick out clothes. They will ask other employees to help find things if they need it. They have extraordinarily good return policies. They actually care about customers. I do not shop frequently yet I have had employees remember me and what I purchased.”
“They care, offer plenty of time for you to make a decision… unhurried, pleasant experience all around. The merchandise isn’t all jumbled together, rather it is laid out logically. The dressing rooms are spectacular with good lighting, mirrors and almost a hushed atmosphere. I fell well taken care of there.”
To read more about the 2011 results as well as methodology, click here.
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