Customer Service Champs: Nordstrom, Publix, L.L. Bean

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Customer Service Champs: Nordstrom, Publix, L.L. Bean

03/09/2010
Nordstrom, Publix, Barnes and Noble and L.L. Bean top the list of 2010 Customer Service Champs. The fourth annual ranking by J.D. Power & Associates featured in the March 2010 issue of Business Week polled more than 1,000 respondents and asked them to assess customer service at national retailers and service providers in the hospitality, automotive and insurance industries.

Out of the 25 companies that make the list, below are the retailers that were ranked as 2010 Customer Service Champs. The list indicates where retailers placed overall on the Top 25 list.

Customer Service Champs 2010 (Retailers Only)

1. L.L Bean
Quality of Staff: A+
Efficiency of Service A+Total Score: 1055.95

2. Apple
Quality of Staff: A+
Efficiency of Service A+
Total Score: 1016.55

5. Publix
Quality of Staff: A+
Efficiency of Service A+
Total Score: 992.02

6. Nordstrom
Quality of Staff: A
Efficiency of Service A
Total Score: 974.71

9. Barnes & Noble
Quality of Staff: B+
Efficiency of Service A-
Total Score: 944.32

10. Ace Hardware
Quality of Staff: A
Efficiency of Service A
Total Score: 939.69

11. Amazon.com
Quality of Staff: A+
Efficiency of Service A+
Total Score: 933.55

12. Wegmans Food Markets
Quality of Staff: A
Efficiency of Service A+
Total Score: 923.85

13. Starbucks
Quality of Staff: A-
Efficiency of Service A-
Total Score: 923.77

22. True Value
Quality of Staff: A-
Efficiency of Service A
Total Score: 879.02

To assess customer service, the ranking took into account the quality of the company's staff and what the customer thinks about processes such as return policies. To qualify for the overall ranking, each brand had to receive at least 100 responses. The ranking also factored in 25 bonus points to those brands that achieved the best scores in the reader's poll. Bonus points were awarded to those companies that lead their industries, while points were deducted from those brands that rated below third place.