National Retail Federation Honors QVC for Excellence in Customer Service for Fourth Consecutive Year World's Leading Multimedia Retailer Ranks 5th in Customer Service in the NRF Foundation/American Express 2011 Customers' Choice Survey
WEST CHESTER, Pa., Jan. 17, 2012 /PRNewswire/ -- QVC, the world's leading video and ecommerce retailer, has once again been recognized as a top 10 retailer for customer service, ranking fifth in the NRF Foundation 2011 Customers' Choice survey. Announced today at the National Retail Federation's 101st Annual Convention and EXPO in New York City, the survey results also revealed that the multimedia retailer jumped three spots from its 2010 ranking, rounding out this year's list of top five retailers.
"Great customer service is created by building a foundation of trust, which comes by giving the customer more than what they would normally expect," said John Hunter, QVC's executive vice president of customer fulfillment services. "QVC has consistently achieved that, proven by our 89% customer retention rate. We will continue to work toward raising new standards of excellence in all our platforms – on TV, online, tablet, mobile, social media and more."
"In the jury of public opinion, QVC continues to rank high in delivering an exceptional consumer experience," National Retail Federation Foundation Executive Director Katherine Mance said. "From its keen understanding of its products through the entire purchasing decision and delivery, QVC meets and beats expectations in every way. This is one retail company that stands behind its tenets for quality, reliability and attentive and responsive customer service."
QVC's unparalleled customer service extends to all channels of the multimedia customer experience, including television and phone, online, mobile and tablet touch points. QVC's e-commerce site, QVC.com, was recently recognized for its exceptional customer service by ForeSee Results, ranking fourth in its Holiday E-Retail Satisfaction Index. The web site has ranked in the top five on the Index throughout its seven year history.
The NRF Foundation/American Express 2011 Customers' Choice survey was designed to gauge consumer attitudes toward retailers' customer service. The survey, which polled 9,374 shoppers using open-ended questions, was conducted in September 2011 by BIGresearch®, a consumer marketing and intelligence firm.
QVC, Inc., a wholly owned subsidiary of Liberty Interactive Corporation (Nasdaq: LINTA), is the world's leading multimedia retailer. QVC is committed to providing its customers with thousands of the most innovative and contemporary beauty, fashion, jewelry and home products. Its programming is distributed to approximately 195 million homes worldwide. The company's website, QVC.com, is ranked among the top general merchant Internet sites. With operations in the United Kingdom, Germany, Japan and Italy, West Chester, Pa.-based QVC has shipped more than a billion packages in its 25-year history. QVC, Q, and the Q Ribbon Logo are registered service marks of ER Marks, Inc.
SOURCE QVC, Inc.