Brick and Mortar Retailers: Food, Health and Beauty 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: Food, Health And BeautyChocolate and Candy Stores1See's Candies8.87
Brick and Mortar Retailers: Food, Health And BeautyChocolate and Candy Stores2Kilwins8.86
Brick and Mortar Retailers: Food, Health And BeautyChocolate and Candy Stores3Rocket Fizz8.71
Brick and Mortar Retailers: Food, Health And BeautyChocolate and Candy Stores4Lindt8.68
Brick and Mortar Retailers: Food, Health And BeautyChocolate and Candy Stores5Russel Stover8.60
Brick and Mortar Retailers: Food, Health And BeautyConvenience Stores1Wawa8.62
Brick and Mortar Retailers: Food, Health And BeautyConvenience Stores2Sheetz8.58
Brick and Mortar Retailers: Food, Health And BeautyConvenience Stores3QuikTrip8.47
Brick and Mortar Retailers: Food, Health And BeautyConvenience Stores4Casey's General Stores8.25
Brick and Mortar Retailers: Food, Health And BeautyConvenience Stores5Cumberland Farms8.16
Brick and Mortar Retailers: Food, Health And BeautyDiscount Supermarkets1Trader Joe's8.98
Brick and Mortar Retailers: Food, Health And BeautyDiscount Supermarkets2Grocery Outlet8.40
Brick and Mortar Retailers: Food, Health And BeautyDiscount Supermarkets3Aldi8.14
Brick and Mortar Retailers: Food, Health And BeautyEyewear1For Eyes8.71
Brick and Mortar Retailers: Food, Health And BeautyEyewear2MyEyeDr.8.30
Brick and Mortar Retailers: Food, Health And BeautyEyewear3Eyemart Express8.23
Brick and Mortar Retailers: Food, Health And BeautyHearing Care1Beltone8.34
Brick and Mortar Retailers: Food, Health And BeautyHearing Care2Miracle-Ear8.20
Brick and Mortar Retailers: Food, Health And BeautyHearing Care3Starkey8.15
Brick and Mortar Retailers: Food, Health And BeautyPerfume and Cosmetics1LUSH8.85
Brick and Mortar Retailers: Food, Health And BeautyPerfume and Cosmetics2Bath and Body Works8.81
Brick and Mortar Retailers: Food, Health And BeautyPerfume and Cosmetics3Merle Norman Cosmetics8.76
Brick and Mortar Retailers: Food, Health And BeautyPerfume and Cosmetics4M·A·C8.75
Brick and Mortar Retailers: Food, Health And BeautyPerfume and Cosmetics5Ulta Beauty8.74
Brick and Mortar Retailers: Food, Health And BeautyPharmacies and Drugstores1Health Mart Pharmacy8.47
Brick and Mortar Retailers: Food, Health And BeautyPharmacies and Drugstores2Giant Eagle Pharmacy8.29
Brick and Mortar Retailers: Food, Health And BeautyPharmacies and Drugstores3Good Neighbor Pharmacy8.16
Brick and Mortar Retailers: Food, Health And BeautyPharmacies and Drugstores4Walgreens8.13
Brick and Mortar Retailers: Food, Health And BeautyPharmacies and Drugstores5Genoa Healthcare8.11
Brick and Mortar Retailers: Food, Health And BeautySupermarkets1Publix9.09
Brick and Mortar Retailers: Food, Health And BeautySupermarkets2Wegmans8.91
Brick and Mortar Retailers: Food, Health And BeautySupermarkets3Sprouts8.80
Brick and Mortar Retailers: Food, Health And BeautySupermarkets4The Fresh Market8.65
Brick and Mortar Retailers: Food, Health And BeautySupermarkets5Whole Foods Markets8.57
Brick and Mortar Retailers: Food, Health And BeautySuperstores and Warehouse Club Stores1Costco8.78
Brick and Mortar Retailers: Food, Health And BeautySuperstores and Warehouse Club Stores2Target8.39
Brick and Mortar Retailers: Food, Health And BeautySuperstores and Warehouse Club Stores3BJ's8.38
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.