Brick and Mortar Retailers: Home Goods

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: Home GoodsArts and Crafts1Blick8.34
Brick and Mortar Retailers: Home GoodsArts and Crafts2Hobby Lobby8.25
Brick and Mortar Retailers: Home GoodsArts and Crafts3Michaels8.14
Brick and Mortar Retailers: Home GoodsBookstores1Barnes & Noble8.60
Brick and Mortar Retailers: Home GoodsBookstores2Books-A-Million8.25
Brick and Mortar Retailers: Home GoodsBookstores3Half Price Books8.09
Brick and Mortar Retailers: Home GoodsFurniture Retail1American Signature Furniture7.94
Brick and Mortar Retailers: Home GoodsFurniture Retail2Rooms To Go7.86
Brick and Mortar Retailers: Home GoodsFurniture Retail3La-Z-Boy7.85
Brick and Mortar Retailers: Home GoodsHome Goods & Decor1HomeGoods8.21
Brick and Mortar Retailers: Home GoodsHome Goods & Decor2Bed Bath & Beyond8.09
Brick and Mortar Retailers: Home GoodsHome Goods & Decor3CB27.91
Brick and Mortar Retailers: Home GoodsHome Improvement Stores1True Value Hardware8.58
Brick and Mortar Retailers: Home GoodsHome Improvement Stores2Ace Hardware8.29
Brick and Mortar Retailers: Home GoodsHome Improvement Stores3Home Depot8.24
Brick and Mortar Retailers: Home GoodsOutdoor Sporting Goods1L.L.Bean8.52
Brick and Mortar Retailers: Home GoodsOutdoor Sporting Goods2REI8.42
Brick and Mortar Retailers: Home GoodsOutdoor Sporting Goods3Cabela's8.37
Brick and Mortar Retailers: Home GoodsPet Care1PetSmart8.27
Brick and Mortar Retailers: Home GoodsPet Care2Pet Supplies Plus8.19
Brick and Mortar Retailers: Home GoodsPet Care3Petsense8.12
Brick and Mortar Retailers: Home GoodsPet Care4Pet Supermarket8.09
Brick and Mortar Retailers: Home GoodsPet Care5PETCO8.03
Brick and Mortar Retailers: Home GoodsPremium Furniture Retail1Ballard Designs8.28
Brick and Mortar Retailers: Home GoodsPremium Furniture Retail2Havertys Furniture7.93
Brick and Mortar Retailers: Home GoodsPremium Furniture Retail3Pottery Barn7.93
Brick and Mortar Retailers: Home GoodsToys1LEGO8.49
Brick and Mortar Retailers: Home GoodsToys2Disney Store8.45
Brick and Mortar Retailers: Home GoodsToys3American Girl8.24

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.