Amazon Tops in Customer Service Survey
Amazon, which stresses self-service, is tops in customer service survey
Showing that it pays to meet customer expectations, Amazon.com—which relies heavily on self-service to assist shoppers—is tops among all retailers in customer service, according to a survey released by the NRF Foundation and American Express Co.
Amazon, No. 1 in the Internet Retailer Top 500 Guide to Retail Web Sites, is notorious for its lack of customer service features common on other retail web sites, such as live chat or easy access to a toll-free customer service telephone line. Although it offers a “Help†link at the top of each page, the Help section is mostly based on self-service links to get answers. Shoppers also have the option to e-mail Amazon for a return e-mail or telephone call.