For the sixth consecutive year in a row, Nordstrom ranked as America’s favorite fashion retailer because of its top-notch customer service.
Nordstrom ranked at the top of the list in Market Force’s annual study, which polled more than 10,000 consumers who were asked to score their satisfaction with their most recent experience with a premium fashion retailer.
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Nordstrom had overall rankings of 56 percent, a worse score than its 64 percent last year. Lane Bryant added seven percentage points to its score this year to earn second place overall with 52 percent. Kohl’s, Dillard’s and Forever 21 tied with a 46 percent score for third.
“Retailers spend good money to market, promote and advertise their brands to lure shoppers into their door, but if their front-line representatives are failing to engage customers and deliver on the brand promise and fundamental customer service basics, they could easily lose that sale to their competitor next door,” said Brad Christian, chief customer officer for Market Force.
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