Neiman Marcus and Nordstrom lead customer satisfaction rankings among upscale department stores in three of the largest U.S. metropolitan shopping areas, and JCPenney, Kohl's and Macy's rank highest among midscale stores, according to the J.D. Power and Associates 2007 Department Store Experience Study released.
The inaugural study measures customer satisfaction with midscale and upscale department stores in three metropolitan areas: Atlanta, Los Angeles and New York.(1) Customer satisfaction is measured across four key factors (listed in order of importance): sales staff, store facility, merchandise and pricing.
"While customers primarily decide where to shop based on appealing fashions and styles of merchandise, the sales staff has the greatest influence on the overall department store experience," said Michael De Vere, executive director of emerging industries at J.D. Power and Associates.
J.D. Power and Associates
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