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llbean.com Ranked “Highest Customer Satisfaction among Online Apparel Retailers” by J.D. Power and Associates

llbean.com scores top spot in J.D. Power and Associates 2012 Online Apparel Retail Satisfaction ReportSM

Freeport, ME, March 21, 2013 – The Web site for outdoor retailer L.L.Bean, www.llbean.com, achieved the highest overall score among online apparel retailer brands in a recent report by J.D. Power and Associates.* The report focused on customer satisfaction for online apparel retailers as examined across seven key factors, including two where L.L.Bean achieved the highest scores:

  • Online Store Services and Delivery – which includes ease of placing order; variety of delivery options; and speed of delivery. This factor carries the highest weight in determining overall satisfaction. L.L.Bean offers everyday free shipping to the US and Canada with no minimum purchase. Orders are delivered within 3-5 business days via shipping partner United Parcel Service.
  • In-Stock Availability of Merchandise – L.L.Bean's in-stock levels were rated consistently higher than the industry average.

“Providing exceptional customer service is our number one priority at L.L.Bean and is the factor that sets us apart from our competitors,” said Chris McCormick, L.L.Bean's President and CEO. “Being recognized as a leader in customer satisfaction by J.D. Power and Associates is a demonstration of our employees' commitment to serve our customers 24 hours a day.”

The report surveyed more than 2,300 customers who made an online purchase from the apparel retailers in the past 12 months. Overall satisfaction was measured across seven factors (in order of importance): online store service and delivery; Web site/online store; usefulness of information; in-stock availability of merchandise; competitiveness of pricing; variety of merchandise; competitiveness of pricing; variety of merchandise offered; and contact with customer service.

L.L.Bean will be acknowledging this prestigious accolade in their catalogs, on their Web site and in other marketing endeavors.

About L.L.Bean, Inc.

L.L.Bean, Inc. is a leading multichannel merchant of quality outdoor gear and apparel. Founded in 1912 by Leon Leonwood Bean, the company began as a one-room operation selling a single product, the Maine Hunting Shoe. While its business has grown over the years, L.L.Bean still upholds the values of its founder, including his dedication to quality, customer service and a love of the outdoors. L.L.Bean products are rigorously tested, guaranteed to last and always shipped free. In the past five years, L.L.Bean has donated over $6 million toward conservation and land stewardship. The 200,000 sq. ft. L.L.Bean retail store campus in Freeport, ME, is open 24 hours a day, 365 days a year, and welcomes more than 3 million visitors every year. L.L.Bean can be found worldwide at www.llbean.com, Facebook, Twitter, YouTube, Pinterest and Instagram.

*L.L.Bean received the highest numerical score in the proprietary J.D. Power and Associates 2012 Online Apparel Retailer Satisfaction ReportSM. Study based on 2,399 responses measuring 12 online apparel retailers and measures the opinions of consumers who made an online purchase in the past 12 months. Proprietary study results are based on experiences and perceptions of consumers surveyed October-November 2012. Your experiences may vary. Visit jdpower.com.

Contact Information

For more information on L.L.Bean news items or to arrange an interview with one of our experts (topics range from outdoors to business), contact L.L.Bean Public Affairs at publicaffairs@llbean.com or 207-552-6072.