Brick and Mortar Retailers: Home Goods 2022

America's Best Customer Service 2022

All of us want to feel listened to and accommodated, particularly when we are shopping for something. Being treated respectfully and helpfully is just as important as finding the right item at the right price.

This year Newsweek has again partnered with respected global data research firm Statista to identify the stores that consistently provide the Best Customer Service 2022. Whether it's an easy-to-use website, a generous returns policy or a just friendly voice, these companies have found a way to put you, the customer, first.

This year we've included 581 retailers across 16 industries. We hope our Newsweek-Statista rankings of the Best Customer Service 2022 companies will help make your shopping an easier, more efficient and more pleasant experience.

Nancy Cooper Signature 2
IndustryCategoryRankBrandScore
Brick and Mortar Retailers: Home GoodsArts and Crafts1Blick8.32
Brick and Mortar Retailers: Home GoodsArts and Crafts2Hobby Lobby8.25
Brick and Mortar Retailers: Home GoodsArts and Crafts3Michaels8.11
Brick and Mortar Retailers: Home GoodsBookstores1Barnes & Noble8.55
Brick and Mortar Retailers: Home GoodsBookstores2Book Off8.53
Brick and Mortar Retailers: Home GoodsBookstores3Amazon Books8.35
Brick and Mortar Retailers: Home GoodsFurniture Retail1La-Z-Boy7.94
Brick and Mortar Retailers: Home GoodsFurniture Retail2American Signature Furniture7.93
Brick and Mortar Retailers: Home GoodsFurniture Retail3Rooms To Go7.88
Brick and Mortar Retailers: Home GoodsHome Goods & Décor1CB28.21
Brick and Mortar Retailers: Home GoodsHome Goods & Décor2HomeGoods8.17
Brick and Mortar Retailers: Home GoodsHome Goods & Décor3Bed Bath & Beyond8.08
Brick and Mortar Retailers: Home GoodsHome Improvement Stores1True Value Hardware8.60
Brick and Mortar Retailers: Home GoodsHome Improvement Stores2Ace Hardware8.38
Brick and Mortar Retailers: Home GoodsHome Improvement Stores3Menards8.28
Brick and Mortar Retailers: Home GoodsOutdoor Sporting Goods1REI8.47
Brick and Mortar Retailers: Home GoodsOutdoor Sporting Goods2L.L.Bean8.46
Brick and Mortar Retailers: Home GoodsOutdoor Sporting Goods3Cabela's8.44
Brick and Mortar Retailers: Home GoodsPet Care1PetSmart8.30
Brick and Mortar Retailers: Home GoodsPet Care2Pet Supplies Plus8.25
Brick and Mortar Retailers: Home GoodsPet Care3Pet People8.24
Brick and Mortar Retailers: Home GoodsPremium Furniture Retail1Armani Casa8.42
Brick and Mortar Retailers: Home GoodsPremium Furniture Retail2Ballard Designs8.36
Brick and Mortar Retailers: Home GoodsPremium Furniture Retail3Havertys Furniture8.02
Brick and Mortar Retailers: Home GoodsToys1Disney Store8.58
Brick and Mortar Retailers: Home GoodsToys2LEGO8.53
Brick and Mortar Retailers: Home GoodsToys3American Girl8.29
LICENSING

If your brand was listed in the ranking, click here to learn more about the licensing options.

METHODOLOGY
The 2022 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 161 categories, providing results for a broad-spectrum of 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.

In the brick and mortar categories, only retailers and service providers present in at least two census regions have been included in the list. In the online categories, only retailers and service providers present mainly online have been included in the list. For retailers and service providers with online presences and store networks, only the core business was taken into account. In total the survey took an average of 9-11 minutes to complete and the field period ran from May to July 2021.

The final assessment and rankings were based on the likelihood of recommendation (50% of the final score) and five evaluation criteria (also 50% of the final score). The criteria are:

→ QUALITY OF COMMUNICATION: Measures whether the contact (via e-mail, telephone or face to face) was friendly or polite.
→ PROFESSIONAL COMPETENCE: Measures the quality of information received and whether questions were answered correctly and in sufficient detail.
→ RANGE OF SERVICES: Measures the variety of solutions available to fulfill one's personal expectations.
→ CUSTOMER FOCUS: Measures whether the customer feels acknowledged and important.
→ 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 having America's Best Customer Service 2022

You can download the full methodology here.