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Top Ten Retailers for Customer Service Released as Holiday Shopping Gets Underway

Washington, November 18, 2011 – Whether it's an unbeatable return policy, a helpful sales associate or 24-hour shopping convenience, holiday shoppers define customer service in a variety of ways. The NRF Foundation, the research and education arm of the National Retail Federation, has announced the top 10 retailers for excellent customer service selected by shoppers in the seventh annual NRF Foundation/American Express® Customers' Choice survey. The survey, which asked 9,374 shoppers which retailer provides the best customer service, was conducted by BIGresearch.

According to shoppers, the ten finalists for customer service, in alphabetical order, are:

- Amazon.com
- JCPenney
- Kohl's Department Stores
- Lands' End
- L.L.Bean
- Newegg
- Nordstrom
- Overstock.com
- Zappos

The official ranking of each retailer in the top ten will be unveiled at NRF's annual Retail Industry luncheon on Tuesday, January 17, 2012, during NRF's 101st Annual Convention and EXPO. The complete list of 46 retailers that shoppers selected as having the best customer service will also be released at that time.

This year marks the seventh year American Express and the NRF Foundation have conducted the Customers' Choice survey. Together, they provide tools and training for retailers to serve customer needs and strengthen the retail industry.

View finalists and last year's winners.

About the Survey

The survey is designed to gauge consumer attitudes toward retailers' customer service, to promote best practices in customer service and to recognize retailers providing excellent customer service. The survey was conducted September 6-14, 2011.

American Express is a global services company, providing customers with access to products, insights and experiences that enrich lives and build business success. American Express is committed to working with all merchants who welcome the American Express Card. The company focuses special attention on the needs of retailers, investing both time and resources to create solutions that address retailers' specific needs and to help retailers to grow their businesses. Learn more at www.americanexpress.com.

BIGresearch® consumer intelligence provides analysis of behavior in areas of products and services, retail, financial services, automotive and media. The BIGresearch Consumer Intentions and Actions® Survey (CIA®) of 8,000+ respondents is conducted monthly and the Simultaneous Media Usage® Survey (SIMM®) of 15,000+ respondents is conducted semi-annually.

The NRF Foundation is the research and education arm of the National Retail Federation. A nonprofit founded in 1981, the Foundation conducts industry research, develops education and workforce development programs, professional certification programs and promotes retailing as a career destination. The NRF Foundation benefits retailers, their associates and business partners and allies, and consumers in many ways. Research provides the basis for education about the industry and its importance to the economy, and provides industry and government leaders with an analysis of public policy decisions on consumers, retailers, and the economy. The Foundation's education and career development efforts, including NRF University wired, encourage professional development and excellence in performance of retailing for associates and executives at all levels.

As the world's largest retail trade association and the voice of retail worldwide, NRF represents retailers of all types and sizes, including chain restaurants and industry partners, from the United States and more than 45 countries abroad. Retailers operate more than 3.6 million US establishments that support one in four US jobs – 42 million working Americans. Contributing $2.5 trillion to annual GDP, retail is a daily barometer for the nation's economy. NRF's Retail Means Jobs campaign emphasizes the economic importance of retail and encourages policymakers to support a Jobs, Innovation and Consumer Value Agenda aimed at boosting economic growth and job creation. www.nrf.com

Contact Information:
Laurie Brooks

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