Barnes & Noble, Inc., the leading retailer of content, digital media and educational products, is a leader in the specialty retail category for customer satisfaction for the fifth year in a row, according to the American Customer Satisfaction Index (ACSI), research conducted in the fourth quarter, 2011. Barnes & Noble has been a top bookseller since 2007, with another solid ACSI score in the specialty retail category.
“We have 40,000 of the best people in retail providing exemplary service to our millions of customers in our stores weekly, and their number one objective is to make sure that our customers feel great about their experience with Barnes & Noble. The team is excited to again receive another solid customer satisfaction score in the 2011 ACSI survey,” said William Lynch, chief executive officer of Barnes & Noble. “People think of Barnes & Noble as a community destination where they can shop for books, toys, games and gifts; relax with a snack in our café; connect to complimentary Wi-Fi®; get exclusive content on our award-winning NOOK® reading and entertainment products including NOOK Tablet™, NOOK Color™ and NOOK Simple Touch™; meet their favorite authors; and enjoy a Storytime with their children. We are thrilled to provide our great customers those services every day, and look forward to continuing to be a part of the local communities we serve for years to come.”
According to its website, ACSI reports scores on a 0-100 scale at the national level and produces indexes for 10 economic sectors, 47 industries (including e-commerce and e-business), more than 225 companies, and over 200 federal or local government services. In addition to the company-level satisfaction scores, ACSI produces scores for the causes and consequences of customer satisfaction and their relationships. The measured companies, industries, and sectors are broadly representative of the U.S. economy serving American households.
Barnes & Noble, Inc., the world’s largest bookseller and a Fortune 500 company, operates 691 bookstores in 50 states. Barnes & Noble College, LLC, a wholly-owned subsidiary of Barnes & Noble, also operates 641 college bookstores serving over 4.6 million students and faculty members at colleges and universities across the United States. Barnes & Noble conducts its online business through BN.com, one of the Web’s largest e-commerce sites, which also features more than two million titles in its NOOK Bookstore™.
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