Mon, Jan 25, 2021
Newsweek

Brick and Mortar Retailers: Food, Health and Beauty

By Newsweek

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: Food, Health And BeautyChocolate and Candy Stores1See's Candies8.49
Brick and Mortar Retailers: Food, Health And BeautyChocolate and Candy Stores2Lindt8.40
Brick and Mortar Retailers: Food, Health And BeautyChocolate and Candy Stores3Ghirardelli Chocolate Company8.25
Brick and Mortar Retailers: Food, Health And BeautyConvenience Stores1Wawa8.33
Brick and Mortar Retailers: Food, Health And BeautyConvenience Stores2QuikTrip8.23
Brick and Mortar Retailers: Food, Health And BeautyConvenience Stores3Sheetz8.18
Brick and Mortar Retailers: Food, Health And BeautyConvenience Stores4Pilot Flying J8.02
Brick and Mortar Retailers: Food, Health And BeautyConvenience Stores5Kum & Go7.88
Brick and Mortar Retailers: Food, Health And BeautyEyewear Retailers1MyEyeDr.7.95
Brick and Mortar Retailers: Food, Health And BeautyEyewear Retailers2Vision Source7.77
Brick and Mortar Retailers: Food, Health And BeautyEyewear Retailers3Visionworks7.73
Brick and Mortar Retailers: Food, Health And BeautyEyewear Retailers4America's Best Contacts & Eyeglasses7.73
Brick and Mortar Retailers: Food, Health And BeautyEyewear Retailers5Warby Parker7.70
Brick and Mortar Retailers: Food, Health And BeautyHearing Care1Hear.com8.51
Brick and Mortar Retailers: Food, Health And BeautyHearing Care2Hearing Tracker8.29
Brick and Mortar Retailers: Food, Health And BeautyHearing Care3Amplifon8.01
Brick and Mortar Retailers: Food, Health And BeautyPerfume and Cosmetics1Bath and Body Works8.47
Brick and Mortar Retailers: Food, Health And BeautyPerfume and Cosmetics2Sephora8.44
Brick and Mortar Retailers: Food, Health And BeautyPerfume and Cosmetics3Ulta Beauty8.41
Brick and Mortar Retailers: Food, Health And BeautyPerfume and Cosmetics4L'Occitane8.33
Brick and Mortar Retailers: Food, Health And BeautyPerfume and Cosmetics5M·A·C8.30
Brick and Mortar Retailers: Food, Health And BeautyPharmacies and Drugstores1Giant Eagle Pharmacy8.02
Brick and Mortar Retailers: Food, Health And BeautyPharmacies and Drugstores2Walgreens7.98
Brick and Mortar Retailers: Food, Health And BeautyPharmacies and Drugstores3Good Neighbor Pharmacy7.89
Brick and Mortar Retailers: Food, Health And BeautySupermarkets1Publix8.79
Brick and Mortar Retailers: Food, Health And BeautySupermarkets2Wegmans8.62
Brick and Mortar Retailers: Food, Health And BeautySupermarkets3Trader Joe's8.57
Brick and Mortar Retailers: Food, Health And BeautySupermarkets4Sprouts8.54
Brick and Mortar Retailers: Food, Health And BeautySupermarkets5The Fresh Market8.35
Brick and Mortar Retailers: Food, Health And BeautySuperstores and Warehouse Club Stores1Costco8.68
Brick and Mortar Retailers: Food, Health And BeautySuperstores and Warehouse Club Stores2Meijer8.44
Brick and Mortar Retailers: Food, Health And BeautySuperstores and Warehouse Club Stores3Sam's Club8.21

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.