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Amazon receives high marks for customer service while Zappos falls in 2011

Dan Graziano
January 19th, 2012 at 7:15 PM

Amazon received the highest customer service ratings of any retailer in 2011 according to the NRF Foundations Customers’ Choice survey. The survey, which asked more than 9,000 shoppers which retailer provides the best customer service, was conducted by BIGresearch. In 2011, Amazon gained one spot to become the top-ranked retailer while the company’s subsidiary Zappos, which was previously ranked No.1, fell to No.3. Coming in behind Amazon was L.L.Bean, gaining a spot from 2010 rank to come in at No.2, with Overstock, QVC, Kohl’s, Lands’ End, JCPenney, Newegg and Nordstrom rounding out the top-10.

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