The Drum Awards Festival - Extended Deadline

-d -h -min -sec


Amazon tops customer service research


By The Drum Team, Editorial

October 10, 2011 | 2 min read

Amazon is top of the online retailers for customer service, for the second year in a row.

A survey of 7,300 customers, conducted by consultancy Nunwood, asked respondents to rate e-retailers according to factors such as customer support, ease of purchasing and whether their needs were eventually met.

Amazon came out top with 8.29 points. John Lewis was second with 7.83 and Virgin Atlantic third with 7.78. Marks & Spencers and the Hilton Hotel Group also came in the top 10.

Commenting on the Survey, Nunwood’s strategy director, David Conway pointed to Amazon’s range of products, speedy dispatch and delivery time as being the secrets of its success.

"There is a really strong emotional connection to Amazon, which for an online retailer is quite extraordinary," Conway said.


More from Amazon

View all


Industry insights

View all
Add your own content +