Kohl’s: The Best Department Store for Customer Service


NEW YORK (MainStreet) — Kohl’s (Stock Quote: KSS) is America’s favorite mid-size department store, according to a poll from Harris Interactive.

The discount chain edged out JCPenney (Stock Quote: JCP) in the first of a new Harris series intended to measure the strength of a brand’s relationship with its customers by receiving a total service score of 5.7.

JCPenney received a score of 5.6, followed by Dillard's and Sears (Stock Quote: SHLD), which both received a 5.5, and Macy's (Stock Quote: M), whose 5.4 score was the lowest.

Results are based off of online interviews with 2,237 adults nationwide conducted between Dec. 5 and 12, 2011. Scores take into account overall satisfaction and trust levels, how valued a customer feels and how likely they are to return to and recommend a retailer.

Harris says Kohl’s received the highest ratings due to the prevailing perception that the retailer offers “unique benefits.” It also had a high customer return and recommendation rate. 

Kohl’s and JCPenney coming in on top shouldn’t come as too much of a surprise. Both companies made the National Retail Federation’s list of  best retailers for customer service back in November, though their exact rankings on that list have yet to published.

—Jeanine Skowronski is staff reporter for MainStreet. You can reach her by email at Skowronski.jeanine@thestreet.com, or follow her on Twitter at @JeanineSko.

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