Barnes & Noble Recognized As a J.D. Power 2012 Customer Service Champion

March 15, 2012

JD PowerBarnes & Noble, Inc. (NYSE: BKS), the leading retailer of content, digital media and educational products, was recognized at the J.D. Power and Associates Customer Service Roundtable in Orlando, Florida, today as a 2012 Customer Service Champion—one of only 50 companies to have earned this distinction this year.

To qualify for inclusion on this elite list, companies must not only excel within their own industry, but also must stand out among leading brands in 20 major industries evaluated by J.D. Power. Among the five factors measured, including People, Presentation, Process, Product, and Price, Barnes & Noble was noted for standing out in the Product factor among the group of 50.

To identify the 2012 Customer Service Champions, J.D. Power evaluated more than 800 brands. The 2012 Champions were identified based on customer feedback, opinions, and perceptions gathered from J.D. Power’s syndicated research in 2011. This group of 50 represents the highest-performing U.S.companies that deliver service excellence—both within their respective industry and across all industries measured.

“Barnes & Noble is honored to receive this distinction from J.D. Power and be included in this elite group of U.S. companies,” said Dan Gilbert, Executive Vice President of Operations and Customer Service for Barnes & Noble. “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.”

“Our customers have come to expect great service from Barnes & Noble,” added Bob Weis, Vice President of Customer Service and Quality for Barnes & Noble. “While it’s nice to be recognized, we will continue to work hard to enhance our customer-focused service.”

For more information on the 2012 Customer Service Champions, visit

For more information about Barnes & Noble, Inc., visit