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EcommerceBytes-NewsFlash, Number 2455 - January 12, 2011 - ISSN 1539-5065    3 of 3

Shoppers Rank Zappos and Amazon Highest for Customer Service

By Ina Steiner
EcommerceBytes.com
January 12, 2011




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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. Amazon.com came in second place in this year's Customer Service survey, while Overstock.com came in fourth.

The results were announced on Tuesday at the Annual Retail Industry Luncheon during the National Retail Federation's 100th Annual Convention and EXPO in New York City. The top ten retailers are, in order:

  • Zappos.com
  • Amazon.com
  • LL Bean
  • Overstock.com
  • Lands' End
  • JC Penney
  • Kohl's
  • QVC
  • Nordstrom
  • Newegg

While many of the companies were not new to the list, newcomer for 2010, Newegg (#10) jumped five spots to make the top 10 this year.

"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."

About the author:

Ina Steiner is co-founder and Editor of EcommerceBytes and has been reporting on ecommerce since 1999. She's a widely cited authority on marketplace selling and is author of "Turn eBay Data Into Dollars" (McGraw-Hill 2006). Her blog was featured in the book, "Blogging Heroes" (Wiley 2008). Follow her on Twitter at @ecommercebytes and send news tips to ina@ecommercebytes.com.

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