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|Overstock.com #4 in Customer Service, as Ranked by the National Retail Federation and American Express|
SALT LAKE CITY, Jan. 11, 2011 /PRNewswire via COMTEX/ --
Overstock.com, Inc. (Nasdaq: OSTK) today announced that the company has earned the #4 spot in customer service rankings among all U.S. retailers, according to rankings published in the 2011 NRF Foundation/American Express Customer Service Survey. Source: NRF Foundation.
"We're very happy that Overstock.com has been recognized for it's fantastic customer service," said Katherine Mance, Executive Director, NRF Foundation. "Today's consumers have high expectations when it comes to interacting with retailers, whether it's the helpfulness of staff or a generous return policy. It's great that Overstock.com's efforts are being rewarded in this way."
"Being included in this list for the fifth consecutive year is a great honor, especially since customer satisfaction is always our first priority," said Overstock.com CEO, Patrick Byrne. "It is gratifying to see the tremendous work of Overstock's customer care team being recognized amongst our respected retailer peers."
In addition to its inclusion in the Top Ten National Retail Federation/American Express award for Customer Service, Overstock has received numerous other awards. The industry groups Gartner and 1to1 awarded Overstock the #1 in customer service ranking in 2008. Recently, Forbes reported that Overstock was ranked #1 for employee satisfaction in the entire U.S. retail industry, and U.S. News reported that Overstock is the #9th best place to work among all corporations in the United States.
"We want our customers to know we listen," said Stormy Simon, SVP of Marketing and Customer Care at Overstock.com. "We thank them for their loyalty to Overstock.com. We put their needs first by implementing initiatives that make for a better shopping experience, such as our new Window Shopper feature that helps keep online shopping organized and our increasing social media tools which engage social shoppers."
About the Survey
The NRF Foundation/American Express 2010 Customer Service survey was designed to gauge consumer attitudes toward retailers' customer service and to provide a listing of the top customer service retailers. The survey, which polled 9,291 consumers, was conducted by consumer marketing intelligence firm BIGresearch in September 2010. The consumer poll has a margin of error of plus or minus 1.0 percent. Consumers answered the open ended question, "Thinking of all the different retail formats (store, catalog, internet, or home shopping), which retailer delivers the best customer service?" In order to develop a fair comparison, regardless of a retailer's size or geographic coverage, the consumer survey responses were compared to each retailer's 2009 revenues to develop the overall rankings. The survey data and the process for selecting the winners were reviewed by Professor Martin P. Block, Ph.D., of Northwestern University. (http://www.nrf.com/modules.php?name=News&op=viewlive&sp_id=1067)
Overstock.com, Inc. is an online retailer offering brand-name merchandise at discount prices. The company offers its customers an opportunity to shop for bargains conveniently, while offering its suppliers an alternative inventory distribution channel. Overstock.com, headquartered in Salt Lake City, is a publicly traded company listed on the NASDAQ Global Market System and can be found online at http://www.overstock.com and http://www.o.co. Overstock.com regularly posts information about the company and other related matters on its website under the heading "Investor Relations."
Overstock.com(R) is a registered trademark of Overstock.com, Inc. All other trademarks are the property of their respective owners.
This press release contains certain forward-looking statements within the meaning of Section 27A of the Securities Act of 1933 and Section 21E of the Securities Exchange Act of 1934. Such forward-looking statements include, but are not limited to, statements regarding new web site features and the utility of those features. Our Form 10-K for the year ended December 31, 2009, our subsequent quarterly reports on Form 10-Q, or any amendments thereto, and our other subsequent filings with the Securities and Exchange Commission identify important factors that could cause our actual results to differ materially from those contained in our projections, estimates or forward-looking statements.
SOURCE Overstock.com, Inc.