Brick and Mortar Retailers: Clothing

A global pandemic, wildfires, racial protests and a polarizing election: at this moment, a ranking of stores that offer a satisfying shopping experience might seem completely irrelevant. And if that's what you're feeling, we won't argue. But still, if there were ever a time when one wanted to feel listened to and accommodated, it's now. Newsweek has again partnered with respected global data research firm Statista to identify the stores that consistently provide the Best Customer Service 2021. Whether it's an intuitive website, a generous return policy or a friendly voice on the other end of the phone, these companies have found a way to put you, the consumer, first.

Even amid this ongoing pandemic and its resulting restrictions, our families still want—and need—things. And don't forget that the holidays are fast approaching! We hope our Newsweek-Statista rankings of the Best Customer Service 2021 companies will help make your shopping an easier, more efficient and more pleasant experience—at a time when even a little bit of satisfaction goes a long way.

Nancy Cooper Signature ABCS 2021
IndustryCategoryRankBrandScore
Brick and Mortar Retailers: ClothingApparel1Hollister8.06
Brick and Mortar Retailers: ClothingApparel2White House Black Market8.02
Brick and Mortar Retailers: ClothingApparel3Nordstrom Rack7.88
Brick and Mortar Retailers: ClothingApparel4Anthropologie7.86
Brick and Mortar Retailers: ClothingApparel5Zara7.82
Brick and Mortar Retailers: ClothingBaby and Children's Products1Carter's8.40
Brick and Mortar Retailers: ClothingBaby and Children's Products2OshKosh B'gosh8.18
Brick and Mortar Retailers: ClothingBaby and Children's Products3Buybuy Baby8.17
Brick and Mortar Retailers: ClothingBaby and Children's Products4The Children's Place8.15
Brick and Mortar Retailers: ClothingBaby and Children's Products5Justice8.07
Brick and Mortar Retailers: ClothingBridal Fashion1Camille La Vie8.22
Brick and Mortar Retailers: ClothingBridal Fashion2Bella Bridesmaids8.05
Brick and Mortar Retailers: ClothingBridal Fashion3BHLDN7.86
Brick and Mortar Retailers: ClothingDepartment Stores1Nordstrom8.71
Brick and Mortar Retailers: ClothingDepartment Stores2Dillard's8.68
Brick and Mortar Retailers: ClothingDepartment Stores3Belk8.66
Brick and Mortar Retailers: ClothingDepartment Stores4Bloomingdale's8.51
Brick and Mortar Retailers: ClothingDepartment Stores5Boscov's8.46
Brick and Mortar Retailers: ClothingFashion Jewelry & Accessories Retailer1Brighton7.96
Brick and Mortar Retailers: ClothingFashion Jewelry & Accessories Retailer2Alex and Ani7.92
Brick and Mortar Retailers: ClothingFashion Jewelry & Accessories Retailer3francesca's7.65
Brick and Mortar Retailers: ClothingFootwear1Merrell8.46
Brick and Mortar Retailers: ClothingFootwear2Toms8.35
Brick and Mortar Retailers: ClothingFootwear3Red Wing8.06
Brick and Mortar Retailers: ClothingFootwear4DSW8.05
Brick and Mortar Retailers: ClothingFootwear5Skechers8.03
Brick and Mortar Retailers: ClothingHigh Jewelry Retailer1Helzberg8.99
Brick and Mortar Retailers: ClothingHigh Jewelry Retailer2Bulgari8.71
Brick and Mortar Retailers: ClothingHigh Jewelry Retailer3Cartier8.58
Brick and Mortar Retailers: ClothingJewelry Retailer1James Avery8.48
Brick and Mortar Retailers: ClothingJewelry Retailer2Kay Jewelers8.06
Brick and Mortar Retailers: ClothingJewelry Retailer3Swarovski8.05
Brick and Mortar Retailers: ClothingLingerie1Intimissimi8.22
Brick and Mortar Retailers: ClothingLingerie2Victoria’s Secret8.20
Brick and Mortar Retailers: ClothingLingerie3Soma7.88
Brick and Mortar Retailers: ClothingLuxury Fashion & Accessories1Gucci8.86
Brick and Mortar Retailers: ClothingLuxury Fashion & Accessories2Louis Vuitton8.77
Brick and Mortar Retailers: ClothingLuxury Fashion & Accessories3Dior8.59
Brick and Mortar Retailers: ClothingOutdoor and Athletic Apparel1Columbia8.46
Brick and Mortar Retailers: ClothingOutdoor and Athletic Apparel2Eddie Bauer8.43
Brick and Mortar Retailers: ClothingOutdoor and Athletic Apparel3Under Armour8.35
Brick and Mortar Retailers: ClothingOutdoor and Athletic Apparel4Patagonia8.33
Brick and Mortar Retailers: ClothingOutdoor and Athletic Apparel5Lululemon Athletica8.26
Brick and Mortar Retailers: ClothingPlus-Size Fashion1Torrid8.10
Brick and Mortar Retailers: ClothingPlus-Size Fashion2Cato Fashions8.03
Brick and Mortar Retailers: ClothingPlus-Size Fashion3Catherines8.01
Brick and Mortar Retailers: ClothingPremium Apparel1JoS. A. Bank8.40
Brick and Mortar Retailers: ClothingPremium Apparel2Levi's8.27
Brick and Mortar Retailers: ClothingPremium Apparel3Men's Wearhouse8.20
Brick and Mortar Retailers: ClothingSecond-Hand Clothing & Products1Red, White & Blue Thrift Stores8.01
Brick and Mortar Retailers: ClothingSecond-Hand Clothing & Products2Once Upon A Child7.97
Brick and Mortar Retailers: ClothingSecond-Hand Clothing & Products3Clothes Mentor7.84
Brick and Mortar Retailers: ClothingSporting Goods Retailer1Academy Sports + Outdoors8.18
Brick and Mortar Retailers: ClothingSporting Goods Retailer2Scheels7.88
Brick and Mortar Retailers: ClothingSporting Goods Retailer3DICK'S Sporting Goods7.78
Brick and Mortar Retailers: ClothingWomen's Apparel1LOFT8.38
Brick and Mortar Retailers: ClothingWomen's Apparel2Madwell8.08
Brick and Mortar Retailers: ClothingWomen's Apparel3J.Jill7.92

All Winners

See the complete list here.



Licensing

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Methodology

The 2021 America's Best Customer Service rankings were identified from the results of an independent survey of more than 25,000 U.S. customers who have either made purchases, used services, or gathered information about products or services in the past three years. Customers evaluated several brands: in total, 160,000 evaluations were collected. The awarded brands each received on average close to 100 evaluations from customers. The survey was conducted on retailers and service providers from 160 categories, providing results for customer experiences in traditional retail, online and service segments. For each category, the most relevant brands were included in the scope of the survey according to reputation, turnover or market share. The final assessment and rankings were based on the Net Promoter Score* (50% of the final score) and five evaluation criteria (also 50% of the final score):

1. Quality of Communication

Measures whether the contact (via e-mail, telephone or face to face) was friendly or polite.

2. Professional Competence

Measures the quality of infor- mation received and whether questions were answered correctly and in sufficient detail.

3. Range of Services

Measures the variety of solutions available to fulfill one's personal expectations.

4. Customer Focus

Measures whether the customer feels acknowledged and important.

5. Accessibility

Measures the availability of customer service in a shop or on a helpline.

The top 3-5 brands based on category size receiving the highest scores in each category were awarded as America's Best Customer Service 2021. The survey was conducted using online access panels, providing a representative sample of more than 25,000 American customers. Each of them gave an evaluation of several brands. For the full methodology, download this file.