Research Outline

Nordstrom Customer Experience Superiority

Goals

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.

Summary

  • 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.

Prepared By
Emmanuel A.
2209 assignments | 5.0