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Zappos.com Tops in Customer Service, According to NRF Foundation/American Express Survey

For Immediate Release
Kathy Grannis (202) 821-7515 or grannisk@nrf.com

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Download complete list of customers' choice winners

Zappos.com Tops in Customer Service, According to NRF Foundation/American Express Survey

New York, January 11, 2011 - In a survey of 9,200 shoppers, Zappos.com took top honors in the sixth annual NRF Foundation/American Express Customers’ Choice survey, conducted by BIGresearch. The results were announced today at the Annual Retail Industry Luncheon during the National Retail Federation’s 100th Annual Convention and EXPO in New York City.

The Top 10 winners were honored at the luncheon. While many of these companies are not new to the list, newcomer for 2010, Newegg (#10) jumped five spots to make the top 10 this year. Continuing to impress shoppers with their stellar service, Amazon.com (#2), LL Bean (#3), Overstock.com (#4), Lands’ End (#5), JC Penney (#6), Kohl’s (#7), QVC (#8) and Nordstrom (#9) round out the remainder of the list.

“In a time when many retailers are competing on price, customer service becomes an outstanding way to stand out in the eyes of the consumer,” said NRF Foundation Executive Director Kathy Mance. “These retailers have done a great job of distinguishing themselves from their competition.”

“It’s been our honor to present this award with the NRFF for many years now,” said Christopher Hollins, Vice President, American Express Global Merchant Services.  “One of the most interesting trends we’ve seen is that the list of retailers continues to evolve as customer service changes with the times.”

1.)   Zappos.com
2.)   Amazon.com
3.)   LL Bean
4.)   Overstock.com
5.)   Lands’ End
6.)   JC Penney
7.)   Kohl’s
8.)   QVC
9.)   Nordstrom
10.) Newegg   

About the Survey

The NRF Foundation/American Express 2010 Customer Service survey was designed to gauge consumer attitudes toward retailers’ customer service and to provide a listing of the top customer service retailers. The survey, which polled 9,291 consumers, was conducted by consumer marketing intelligence firm BIGresearch in September 2010 The consumer poll has a margin of error of plus or minus 1.0 percent. Consumers answered the open ended question, “Thinking of all the different retail formats (store, catalog, internet, or home shopping), which retailer delivers the best customer service?” In order to develop a fair comparison, regardless of a retailer's size or geographic coverage, the consumer survey responses were compared to each retailer's 2009 revenues to develop the overall rankings. The survey data and the process for selecting the winners were reviewed by Professor Martin P. Block, Ph.D., of Northwestern University.

BIGresearch is a consumer market intelligence firm that provides unique consumer insights that are gathered online utilizing very large sample sizes. BIGresearch’s syndicated Consumer Intentions and Actions survey monitors the pulse of more than 8,000 consumers each month to empower its clients with unique insights for identifying opportunities in a fragmented and changing marketplace.American Express is a global services company, providing customers with access to products, insights and experiences that enrich lives and build business success.  American Express is committed to working with all merchants who welcome the American Express Card. The company focuses special attention on the needs of retailers, investing both time and resources to create solutions that address retailers' specific needs and to help retailers to grow their businesses.  Learn more at www.americanexpress.com

The NRF Foundation is the research and education arm of the National Retail Federation. A non-profit foundation created in 1981, the Foundation conducts industry research, develops education and workforce development programs, professional certification programs and promotes retailing as a career destination. The NRF Foundation benefits retailers, their associates and business partners and allies, and consumers in many ways. Research provides the basis for education about the industry and its importance to the economy, and provides industry and government leaders with an analysis of public policy decisions on consumers, retailers, and the economy. The Foundation’s education and career development efforts, including NRF University wired, encourage professional development and excellence in performance of retailing for associates and executives at all levels.