Friday, August 4, 2017

L.L.Bean Beats Amazon.com, Once Again, For Best Customer Service

L.L.Bean continues to claim a rare retail bragging right: a first place finish over Amazon.com.

For the third year in a row, the outdoor outfitter has been named Customer Service Champion over the online behemoth in Prosper Insights & Analytics’ annual review of service excellence among retailers. The latest list of Customer Service Champions was developed from write-in votes from more than 6,500 U.S. adults in September 2016 and weighted by each retailer’s relative size in annual revenues as well as its fan base, as defined by a retailer’s “promoters” (per the Net Promoter Score*). Lands’ End, Fingerhut, and Kohl’s follow L.L.Bean and Amazon, respectively, to round out the top five. Others joining this year’s list of 25 retailers range from department stores (JCPenney, Nordstrom) to big box specialties (Best Buy, Lowe’s) as well as grocers (Publix, Wegmans), discounters (Target, Walmart), and a warehouse club (Costco).. . . more

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