2016 Customer Service Champions

The 2016 Customer Service Champions from Prosper Insights & Analytics marks the fourth year that consumers – in their own words – have honored retailers for service excellence. Once again, these shoppers have bestowed outdoor specialist L.L.Bean with top honors, edging out runner-up Amazon.com for the third straight year.

This new, 45 page report profiles the Customer Service “Class of 2016” and includes detailed insights on 25 retailers (listed below) as well as select verbatims from shoppers explaining why these specific retailers provide excellent customer service.

Also included in this report are the top five Champions by Generation:

  • Millennials
  • Gen X
  • Boomers

This report also includes additional text analysis of the more than 3,000 responses received from consumers articulating why these Champions excel in customer service. Through this analysis, Prosper identified 10 keywords shoppers used in their descriptions, which yielded unique insights among the Millennial, Gen X, and Boomer generations.

This report is available at a special introductory price of $995.


The 2016 Customer Service Champions list was developed from Prosper Insights & Analytics’ September 2016 Monthly Consumer Survey of nearly 7,000 adults across the United States. Within this online survey, respondents answered the following open-ended and unprompted question:

Thinking of all the different retail formats (store, catalog, internet, or home shopping), which retailer delivers the best customer service?

Results from retailer nominations, previous year’s revenues, and Net Promoter Scores were tallied to create an index from which rankings were generated.

For questions about the 2016 Customer Service Champions Report, please email us at inquiry@goprosper.com or call 614-846-0146.