Which retailers deliver the best customer service?
Newsweek has published its first annual ranking of retailers delivering the best customer service, and a few of the companies chosen based on a survey of 20,000 U.S. consumers may surprise you.
The publication’s survey, run in partnership with Statista, covered merchants and service providers in 141 categories. Newsweek published the top three in each segment. For brick and mortar retailers to be considered, they had to cover at least two census regions. The final scoring was split 50 percent by the retailer’s Net Promoter Score and the other half based on quality of communication; technical competence; range of services; customer focus and accessibility.
One of the surprises was in the grocery category where perennial favorites Publix and Trader Joe’s were joined in the top three by New Jersey-based ShopRite. Other grocers, including Wegmans, H-E-B, Hy-Vee, etc., were left on the outside looking in
“Many of our ShopRite stores are family-owned and operated and have strong ties to the community. As a result, commitment to our customers never wanes and helps drive all our decision making at ShopRite,” said Karen Meleta, vice president of consumer and corporate communications for ShopRite, in a statement.
Independent ownership may have also been a factor in the drugstore category where Good Neighbor Pharmacy, which bills itself as “Locally Owned. Locally Loved,” was ranked at number one ahead of Walgreens and CVS.
- America’s Best Customer Service 2019 – Newsweek
- America’s Best Customer Service 2019 – Statista
- Publix and Wegmans Named America’s Favorite Grocery Stores – Forbes
DISCUSSION QUESTIONS: What factors are most important to you in determining the customer service levels of a particular retailer? Do you think local retailers, generally speaking, are better, the same or worse in comparison to national chains when it comes to customer service?