Research Outline

Nordstrom Customer Experience Superiority


Provide information Nordstrom's superior customer service and why they are a leader in the retail industry. The research will cover the following:
  • Quantitative and qualitative data point showing Nordstrom's customer satisfaction.
  • Case studies of how Nordstrom approaches its customer experience/service.
  • Case studies of how other retail stores operate their customer experience/service a lower level than Nordstrom's.

Early Findings

Data Availability

  • Our initial research suggests that data on Nordstrom's customer service quality is adequate however, data on how other retail stores operate their customer experience/service at a lower level than Nordstrom's may be limited.

Nordstrom's Customer Service

  • According to the American Consumer Satisfaction Index study, Nordstrom was the third-best retailer in terms of customer satisfaction with a score of 79.
  • Nordstrom scored 82 in customer satisfaction in 2020 in terms of internet retail, which was one point above the 2019 average of 81.
  • Nordstrom's customer experience is built on its simple proposition of taking care of its customers.
  • Nordstrom's customer service agents are taught to aim to answer the phone on no more than two rings.
  • Nordstrom's culture is to take back any merchandise a customer returns for either a refund or replacement, no questions asked.


  • We have provided some quantitative and qualitative data showing the excellence of Nordstrom's customer service.
  • Our initial research suggests that finding case studies on how Nordstrom's competitors provide
  • To provide more in-depth details and case studies on Nordstrom's and Nordstrom's competitor customer experience/, we recommend additional research. Details on our recommended research paths have been provided in our proposals below. Please select one or more proposals from those provided.