Brick and Mortar Retailers: Home Goods 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: Home GoodsArts and Crafts1Blick8.93
Brick and Mortar Retailers: Home GoodsArts and Crafts2Hobby Lobby8.56
Brick and Mortar Retailers: Home GoodsArts and Crafts3Artist & Craftsman Supply8.52
Brick and Mortar Retailers: Home GoodsAuto Supplies1AutoZone8.52
Brick and Mortar Retailers: Home GoodsAuto Supplies2O’Reilly Auto Parts8.46
Brick and Mortar Retailers: Home GoodsAuto Supplies3Advance Auto Parts8.43
Brick and Mortar Retailers: Home GoodsBookstores1Half Price Books8.79
Brick and Mortar Retailers: Home GoodsBookstores2Barnes & Noble8.69
Brick and Mortar Retailers: Home GoodsBookstores3Books-A-Million8.38
Brick and Mortar Retailers: Home GoodsCamping & Outdoor Gear (Hunting, Fishing)1REI8.87
Brick and Mortar Retailers: Home GoodsCamping & Outdoor Gear (Hunting, Fishing)2Bass Pro Shops8.80
Brick and Mortar Retailers: Home GoodsCamping & Outdoor Gear (Hunting, Fishing)3Cabela's8.79
Brick and Mortar Retailers: Home GoodsDiscount Home Goods1Five Below8.43
Brick and Mortar Retailers: Home GoodsDiscount Home Goods2Bargain Hunt7.97
Brick and Mortar Retailers: Home GoodsDiscount Home Goods3dd’s DISCOUNTS7.84
Brick and Mortar Retailers: Home GoodsFurniture1La-Z-Boy8.57
Brick and Mortar Retailers: Home GoodsFurniture2Arhaus Furniture8.48
Brick and Mortar Retailers: Home GoodsFurniture3Ikea8.39
Brick and Mortar Retailers: Home GoodsFurniture4American Signature Furniture8.38
Brick and Mortar Retailers: Home GoodsFurniture5American Freight8.24
Brick and Mortar Retailers: Home GoodsHome Goods & Decor1CB28.65
Brick and Mortar Retailers: Home GoodsHome Goods & Decor2World Market8.45
Brick and Mortar Retailers: Home GoodsHome Goods & Decor3Kirkland's8.41
Brick and Mortar Retailers: Home GoodsHome Improvement Stores1Rural King8.74
Brick and Mortar Retailers: Home GoodsHome Improvement Stores2Ace Hardware8.56
Brick and Mortar Retailers: Home GoodsHome Improvement Stores3Tractor Supply Co8.52
Brick and Mortar Retailers: Home GoodsHome Improvement Stores4Home Depot8.44
Brick and Mortar Retailers: Home GoodsHome Improvement Stores5Lowe's8.41
Brick and Mortar Retailers: Home GoodsPet Care1Chuck and Don's Pet Food & Supplies8.63
Brick and Mortar Retailers: Home GoodsPet Care2Pet Valu8.56
Brick and Mortar Retailers: Home GoodsPet Care3PetSmart8.52
Brick and Mortar Retailers: Home GoodsPet Care4Pet Supplies Plus8.50
Brick and Mortar Retailers: Home GoodsPet Care5Concord Pet8.41
Brick and Mortar Retailers: Home GoodsPremium Furniture1Ethan Allen9.13
Brick and Mortar Retailers: Home GoodsPremium Furniture2BoConcept8.90
Brick and Mortar Retailers: Home GoodsPremium Furniture3Armani Casa8.63
Brick and Mortar Retailers: Home GoodsPremium Furniture4RH8.50
Brick and Mortar Retailers: Home GoodsPremium Furniture5Pottery Barn8.44
Brick and Mortar Retailers: Home GoodsSporting Goods/Equipment (Team sports, Golf etc.)1Scheels8.70
Brick and Mortar Retailers: Home GoodsSporting Goods/Equipment (Team sports, Golf etc.)2Golf Galaxy8.64
Brick and Mortar Retailers: Home GoodsSporting Goods/Equipment (Team sports, Golf etc.)3Hibbett Sports8.60
Brick and Mortar Retailers: Home GoodsSporting Goods/Equipment (Team sports, Golf etc.)4Academy Sports + Outdoors8.54
Brick and Mortar Retailers: Home GoodsSporting Goods/Equipment (Team sports, Golf etc.)5PGA Superstore8.48
Brick and Mortar Retailers: Home GoodsToys1LEGO9.03
Brick and Mortar Retailers: Home GoodsToys2American Girl8.57
Brick and Mortar Retailers: Home GoodsToys3Disney Store8.54
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.