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L.L. Bean Tops Customer-Service Survey


Satisfaction guaranteed is a mantra that many companies purport to live by, but customers say that no retailer demonstrates the practice better than L.L. Bean. The Freeport, Maine-based retailer grabbed the top spot in the annual NRF Foundation/American Express Customer Service Survey, which surveyed 8,800 consumers and was conducted by BIG-research.

Internet-only retailers scored well in the survey, with footwear and accessories retailer coming in second, followed by and

“Good customer service starts and ends with how the customer feels about their experience with a retailer,” said NRF Foundation VP Kathy Mance. “Retailers are especially challenged because of the multiple touchpoints that exist between the customer and their brand, but these companies have shown that great customer service does exist.”

In terms of customer service, shoppers say they expect the most from restaurants, specialty stores and department stores, according to the survey. They had the lowest expectations for membership warehouse clubs and discount stores.

Here is a list of the top 10 rankings in the survey:

L.L. Bean


Lands’ End

Coldwater Creek


Lane Bryant

Correction: Big Builders

FedEx Kinko’s and Tractor Supply Co. were inadvertently left off Chain Store Age’s annual Big Builders survey (mid-December 2007). FedEx Kinko’s opened 294 stores in 2007 vs. 103 in 2006; Tractor Supply opened 88 stores in 2007, compared to 81 in 2006.

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