10. Newegg Online electronics retailer Newegg, which first appeared on NRF's list in 2010, jumped five spots from its place last year to make this year's top 10. The company has been credited for stealing market share from brick-and-mortar rival Best Buy ( BBY), which struggling during the holiday season as demand for big-ticket items, like flat-panel televisions, was weak.
9. Nordstrom Nordstrom ( JWN) has proved that the luxury shopper is leading the consumer recovery. It's no surprise that the high-end department store continues to gain praise for its customer service, moving up one spot in NRF's survey from last year. In December, Nordstrom was one of the few standouts in the sector, reporting an 8.4% jump in same-store sales. Analysts continue to cite the company's personalized customer service as one of the predominant reasons for its success in 2010.
7. Kohl's Kohl's ( KSS) jumped three spots to No. 7 in customer satisfaction, as the value-priced department store was one of the few retailers to continue to place emphasis on serving shoppers amid the recession. After reporting that December same-store sales grew 3.9%, Kohl's upped the low-end of its outlook for the fourth quarter. The company now expects to earn between $1.62 and $1.66 a share, from a prior forecast of $1.58 to $1.66 a share.
6. J.C. Penney J.C. Penney ( JCP) moved up three spots to No. 6 in 2011, making it the third time in a row the department store has cracked the top 10. The company attributes its success to its CustomerFIRST initiative, which was launched in 2008 as a customer service training program for associates. Launched in 2008, CustomerFIRST is a comprehensive customer service training program "One of the most important parts of customer service is providing shoppers with an experience they'll want to tell friends and family about -- something JCPenney certainly has a strong track record in," NRF's Mance said.
4. Overstock.com Overstock.com ( OSTK) fell two spots to No. 4 in this year's customer service survey. This marks its fifth consecutive year appearing on the list. "We want our customers to know we listen," Stormy Simon, senior vice president of marketing and customer care, said in a statement. "We thank them for their loyalty to Overstock.com. We put their needs first by implementing initiatives that make for a better shopping experience, such as our new Window Shopper feature that helps keep online shopping organized, and our increasing social media tools, which engage social shoppers." The online retailer has also been cited as one of the the best in regard to employee satisfaction.
2. Amazon Amazon ( AMZN) jumped two places to No. 2, as the e-commerce giant has succeeded by offering some of the lowest prices and largest assortment in retail, and by improving the ease of its shopping experience. Earlier in the month, Morgan Stanley analyst Scott Devitt predicted that Amazon is on track to hit $100 billion in annual revenue, and could surpass retail behemoth Wal-Mart ( WMT). Amazon's Kindle e-reader became the company's best-selling item ever during the holiday season, and since launching in 2007 has put pressure on traditional book sellers like Barnes & Noble ( BKS) and Borders ( BGP).
1. Zappos.com Online footwear retailer, Zappos, which was purchased by Amazon in 2009, tops the list as shoppers' favorite destination for customer service, moving up two slots from No. 3 in 2010. Since Amazon acquired the company for $1.2 billion, Zappos has helped to buoy earnings. Amazon, to its credit, has allowed Zappos to continue to run as it had when it was an independent operator. --Written by Jeanine Poggi in New York. >To contact the writer of this article, click here: Jeanine Poggi. >To follow the writer on Twitter, go to http://twitter.com/jpoggi. >To submit a news tip, send an email to: firstname.lastname@example.org.