BestMark News

Barnes and Noble earns Customer Service Champion Award

J.D. Power and Associates recently announced Barnes and Noble as one of 50 winners of the 2012 Customer Service Champion Award. Companies qualify for the distinction only if they excel among cross-industry brand leaders as well as within their own industry for factors, including people, presentation, product, price and process.

In particular, Barnes & Noble earned high marks for their customer satisfaction and loyalty in the product category.

"We strive every day to perfect the customer service experience across our entire company, be it in our retail stores, online at, with our award-winning portfolio of NOOK devices or through our customer service centers," said executive vice president of operations and customer service for Barnes & Noble Dan Gilbert.

In the same report naming this year's award winners, J.D. Power and Associates reported that in the post-recession economy, shoppers are taking service into consideration much more than they have in the past. It isn't just about the lowest price or getting a product that is just adequate, said chief research officer at the marketing information services firm. While they are still seeking competitive pricing, they are also looking for companies that excel in service and will pay attention to their needs.