Brick and Mortar Retailers: Clothing 2023

America's Best Customer Service 2023

Good customer service is a big part of why we're happy to shop at some places and not at others. Being treated respectfully, cheerfully 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. Whether it's an easy-to-use website, a generous returns policy or just a friendly voice, these companies put the customer first.

This year, the ranking encompasses 676 total awards for 656 unique brands (a brand can be awarded in more than one category). Those brands are in a total of 166 categories ranging from brick-and-mortar retailers like grocery stores to insurance services, banking services, restaurants, movie theaters and more. Publix, Southwest Airlines and Chick-fil-A are some of the notable brands that have been awarded in every edition since the inaugural list in 2019. This year, we found insurance brands were among those with the highest overall customer service scores.

We hope our rankings of the Best Customer Service 2023 brands will help make your shopping an easier, more efficient and more pleasant experience.

Nancy Cooper Signature 5
Parent CategoryCategoryRankBrandScore
Brick and Mortar Retailers: ClothingApparel1Zumiez9.09
Brick and Mortar Retailers: ClothingApparel2Ted Baker8.96
Brick and Mortar Retailers: ClothingApparel3Buckle8.69
Brick and Mortar Retailers: ClothingApparel4Tommy Bahama8.49
Brick and Mortar Retailers: ClothingApparel5J. Crew8.48
Brick and Mortar Retailers: ClothingAthletic Apparel1Under Armour8.78
Brick and Mortar Retailers: ClothingAthletic Apparel2Lululemon Athletica8.72
Brick and Mortar Retailers: ClothingAthletic Apparel3Nike8.69
Brick and Mortar Retailers: ClothingBaby/Children's Products1Pottery Barn Kids8.70
Brick and Mortar Retailers: ClothingBaby/Children's Products2Carter's8.68
Brick and Mortar Retailers: ClothingBaby/Children's Products3The Children's Place8.59
Brick and Mortar Retailers: ClothingBaby/Children's Products4OshKosh B'gosh8.45
Brick and Mortar Retailers: ClothingBaby/Children's Products5Janie and Jack8.35
Brick and Mortar Retailers: ClothingBridal Fashion1Vera Wang8.60
Brick and Mortar Retailers: ClothingBridal Fashion2BHLDN8.51
Brick and Mortar Retailers: ClothingBridal Fashion3Lovely8.49
Brick and Mortar Retailers: ClothingDepartment Stores1Von Maur9.22
Brick and Mortar Retailers: ClothingDepartment Stores2Nordstrom8.96
Brick and Mortar Retailers: ClothingDepartment Stores3Neiman Marcus8.90
Brick and Mortar Retailers: ClothingDepartment Stores4Bloomingdale's8.78
Brick and Mortar Retailers: ClothingDepartment Stores5Boscov's8.75
Brick and Mortar Retailers: ClothingDiscount Clothing1Nordstrom Rack8.23
Brick and Mortar Retailers: ClothingDiscount Clothing2TJ Maxx8.13
Brick and Mortar Retailers: ClothingDiscount Clothing3Gabe's8.08
Brick and Mortar Retailers: ClothingFashion Accessories1Spencers9.04
Brick and Mortar Retailers: ClothingFashion Accessories2Dakota Watch8.52
Brick and Mortar Retailers: ClothingFashion Accessories3Hot Topic8.49
Brick and Mortar Retailers: ClothingFashion Accessories4Brighton8.44
Brick and Mortar Retailers: ClothingFashion Accessories5BoxLunch8.43
Brick and Mortar Retailers: ClothingFootwear Retailers (multi-brand)1Shoe Sensation8.82
Brick and Mortar Retailers: ClothingFootwear Retailers (multi-brand)2Fleet Feet8.81
Brick and Mortar Retailers: ClothingFootwear Retailers (multi-brand)3Foot Locker8.43
Brick and Mortar Retailers: ClothingFootwear Retailers (multi-brand)4Journeys8.42
Brick and Mortar Retailers: ClothingFootwear Retailers (multi-brand)5DSW8.35
Brick and Mortar Retailers: ClothingFootwear Retailers (single-brand)1Ecco9.03
Brick and Mortar Retailers: ClothingFootwear Retailers (single-brand)2Cole Haan8.78
Brick and Mortar Retailers: ClothingFootwear Retailers (single-brand)3Red Wing8.70
Brick and Mortar Retailers: ClothingFootwear Retailers (single-brand)4Merrell8.58
Brick and Mortar Retailers: ClothingFootwear Retailers (single-brand)5Crocs8.57
Brick and Mortar Retailers: ClothingJewelry1Jared8.70
Brick and Mortar Retailers: ClothingJewelry2Helzberg Diamonds8.61
Brick and Mortar Retailers: ClothingJewelry3James Avery8.60
Brick and Mortar Retailers: ClothingJewelry4Kay Jewelers8.59
Brick and Mortar Retailers: ClothingJewelry5Swarovski8.56
Brick and Mortar Retailers: ClothingJewelry (High-End)1Harry Winston9.24
Brick and Mortar Retailers: ClothingJewelry (High-End)2Tiffany & Co.8.88
Brick and Mortar Retailers: ClothingJewelry (High-End)3Cartier8.83
Brick and Mortar Retailers: ClothingLingerie & Underwear1Intimissimi9.12
Brick and Mortar Retailers: ClothingLingerie & Underwear2Adore Me8.72
Brick and Mortar Retailers: ClothingLingerie & Underwear3Soma8.66
Brick and Mortar Retailers: ClothingLingerie & Underwear4Victoria’s Secret8.60
Brick and Mortar Retailers: ClothingLingerie & Underwear5La Perla8.58
Brick and Mortar Retailers: ClothingLuxury Fashion & Accessories1Valentino9.59
Brick and Mortar Retailers: ClothingLuxury Fashion & Accessories2Jimmy Choo9.22
Brick and Mortar Retailers: ClothingLuxury Fashion & Accessories3Versace9.17
Brick and Mortar Retailers: ClothingLuxury Fashion & Accessories4Balenciaga9.05
Brick and Mortar Retailers: ClothingLuxury Fashion & Accessories5Chanel8.87
Brick and Mortar Retailers: ClothingOutdoor Apparel1Duluth Trading Co.8.92
Brick and Mortar Retailers: ClothingOutdoor Apparel2Patagonia8.82
Brick and Mortar Retailers: ClothingOutdoor Apparel3Carhartt8.80
Brick and Mortar Retailers: ClothingPremium Apparel1Tommy Hilfiger8.63
Brick and Mortar Retailers: ClothingPremium Apparel2Ralph Lauren8.62
Brick and Mortar Retailers: ClothingPremium Apparel3Calvin Klein8.57
Brick and Mortar Retailers: ClothingPurses/Bags1Dooney & Bourke9.05
Brick and Mortar Retailers: ClothingPurses/Bags2Tory Burch8.96
Brick and Mortar Retailers: ClothingPurses/Bags3Kate Spade8.83
Brick and Mortar Retailers: ClothingSecond-Hand Clothing & Products1Clothes Mentor8.46
Brick and Mortar Retailers: ClothingSecond-Hand Clothing & Products2Uptown Cheapskate8.38
Brick and Mortar Retailers: ClothingSecond-Hand Clothing & Products3AMVETS Thrift Store8.31
Brick and Mortar Retailers: ClothingSecond-Hand Clothing & Products4Once Upon A Child8.30
Brick and Mortar Retailers: ClothingSecond-Hand Clothing & Products5Buffalo Exchange8.18
Brick and Mortar Retailers: ClothingWomen's Apparel1Torrid8.72
Brick and Mortar Retailers: ClothingWomen's Apparel2White House Black Market8.70
Brick and Mortar Retailers: ClothingWomen's Apparel3J.Jill8.65
Brick and Mortar Retailers: ClothingWomen's Apparel4Ann Taylor8.59
Brick and Mortar Retailers: ClothingWomen's Apparel5maurices8.58
LICENSING

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

METHODOLOGY
The 2023 America's Best Customer Service rankings were identified from the results of an independent survey of more than 30,000 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 over 200,000 evaluations were collected. The awarded brands each received on average 100 evaluations from customers.
The survey was conducted on retailers and service providers from 166 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 an online presence and store networks, only the core business was considered. In total ,the survey took an average of 9-11 minutes to complete. The survey period ran from May to July 2022. The final assessment and rankings were based on:
▸Likelihood of recommendation (50% of the final score)
▸Five weighted evaluation criteria (50% of the final score)

EVALUATION CRITERIA
1_QUALITY OF COMMUNICATION: measures whether the contact (via e-mail, telephone or face to face) was friendly or polite. (20.2 percent of evaluation score)
2_PROFESSIONAL COMPETENCE: measures the quality of information received and whether questions were answered correctly and in sufficient detail. (19.7 percent of evaluation score)
3_RANGE OF SERVICES: measures the variety of solutions available to fulfill one's personal expectations. (18.9 percent of evaluation score)
4_CUSTOMER FOCUS: measures whether the customer feels acknowledged and important. (20.4 percent of evaluation score)
5_ACCESSIBILITY: measures the availability of customer service in a shop or on a helpline. (20.8 percent of evaluation score)

The top 3-5 brands based on category size receiving the highest scores in each category were awarded as America's Best Customer Service 2023.
The survey was conducted using online access panels, providing a representative sample of more than 30,000 American customers who made a purchase, used a service or gathered information about a prod-uct or service in the last three years. Each of them gave an evaluation of several brands: in total 200,000 evaluations have been collected. An online access panel is a sample group set up by a survey company and available for custom-built surveys. People register and agree to take part in online surveys.

The rankings are composed exclusively of brands that are eligible regarding the scope described here. A mention in the ranking is a positive recognition based on peer recommendations and publicly available data sources at the time. The ranking is the result of an elaborate process which, due to the interval of data-collection and analysis, reflects the last three calendar years. Furthermore, events following June 31, 2022, and/or pertaining to individual persons affiliated/associated with the brands were not included in the metrics. The results of this ranking should not be used as the sole source of information for future deliberations. The information provided in this ranking should be considered in conjunction with other available information about the brands. The quality of brands that are not included in the rankings is not disputed.


You can download the full methodology here.