L.L.Bean Still Tops In Customer Service

  • January 12, 2010
Customers of L.L. Bean aren't just wearing their duck boots, they're feeling the love.

The Freeport, Maine-based retailer once again landed in the No. 1 spot in the National Retail Federation/American Express Customers' Choice survey, followed by Overstock.com, Zappos.com and Amazon.com. (All four ranked in precisely the same order as last year's survey.)

QVC jumped into No. 5, followed by Coldwater Creek; HSN; Lands' End, a division of Sears, and JCPenney. Nordstrom and Kohl's tied for the 10th spot.

The survey, conducted by BIGResearch, includes 8,600 shoppers, and asks, "Thinking of all the different retail formats (store, catalog, Internet, or home shopping), which retailer delivers the best customer service?" --Sarah Mahoney

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1 comment about "L.L.Bean Still Tops In Customer Service ".
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  1. Jonathan Cardona from Recreational Equipment Inc., January 13, 2010 at 12:39 p.m.

    Hey there! Does BIGResearch include REI in those surveys? Or, is this a publicly-traded-only club? Even though we are a co-op, we have a 110+ stores, an award-winning website and have been named 100 Best to Work For by Forbes for 10+ consecutive years. What's the deal? And, I'm sure REI is not the only medium to large non-public company left out of the mix. Thus, the survey doesn't mean a whole lot to anyone else but those top 10 or 20.

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