Nordstrom is North America's favorite fashion retailer overall for the second year running, according to a new study of more than 6,800 consumers by Market Force Information.
As to why Nordstrom ranked first among a wide range of peers, the chain got top marks in five of nine categories: atmosphere, friendly associates, helpful associates, knowledgeable associates and return policy. It was also ranked in the top five for its loyalty program and merchandise selection. It did not break into the upper ranks for great value (Burlington Coat was number one) or low prices (Ross).
"While we often see retailers get caught up in price wars, believing the best deals will win consumers' hearts and minds, our research shows us this isn't necessarily the case," said Janet Eden-Harris, chief marketing officer for Market Force. "In fact, as we see with strong performers like Nordstrom and Kohl's, it's service-oriented factors like generous return policies and friendly associates that breed customer satisfaction and loyalty."
Last month, Nordstrom reported that same-store sales year-to-date were up 2.5 percent. The company projected it would achieve an overall sales increase of 3.5 percent for its fiscal year.
Interestingly, Nordstrom did not show up among the top chains when consumers were asked to named retailers they had visited in the past 90 days to buy casual clothing or business wear. Kohl's and Macy's were ranked first and second on both the lists published by Market Force.
The top 10 overall favorite fashion chains on Market Force's list were:
4. J.C. Penney
5. T.J. Maxx
6. Old Navy
9. Ross Dress for Less
Which of the top 10 fashion chains on Market Force's list gets your vote for best all around operator?