NEW YORK--()--Barnes & Noble, Inc. (NYSE: BKS), the world’s largest bookseller, today announced that it has been ranked the number one company in Forrester Research’s 2010 Customer Experience Index (CxPi). According to the report titled The Customer Experience Index, 2010, published by Forrester Research, “Barnes & Noble grabbed the top spot for the second year in a row” with an “excellent” rating. According to Forrester, only 13 companies of the 133 had an “excellent” customer experience rating.
“Providing our customers with the best experience and service is the heart of our business”
“Providing our customers with the best experience and service is the heart of our business,” said Steve Riggio, Chief Executive Officer of Barnes & Noble, Inc. “We are honored to be recognized by consumers and to be ranked number one for the second year in a row by such a reputable research firm as Forrester Research. This is a testament to our 40,000 booksellers across the country who work in our retail stores and online at Barnes & Noble.com.”
The 2010 CxPi ranked 133 US companies across 14 industries using feedback from more than 4,600 consumers. The study is based on consumer evaluations during November 2009 across three areas: 1) meeting needs; 2) being easy to work with; and 3) enjoyability.
About Barnes & Noble, Inc.
Barnes & Noble, Inc. (NYSE: BKS), the world’s largest bookseller and a Fortune 500 company, operates 775 bookstores in 50 states. Barnes & Noble College Booksellers, LLC, a wholly-owned subsidiary of Barnes & Noble, also operates 636 college bookstores serving nearly 4 million students and over 250,000 faculty members at colleges and universities across the United States. Barnes & Noble is the nation’s top bookseller brand for the sixth year in a row, as determined by a combination of the brand’s performance on familiarity, quality, and purchase intent; the top bookseller in quality for the second year in a row and the number two retailer in trust, according to the EquiTrend® Brand Study by Harris Interactive®. Barnes & Noble conducts its online business through Barnes & Noble.com (www.bn.com), one of the Web’s largest e-commerce sites, which also features hundreds of thousands of titles in its eBookstore (www.bn.com/ebooks). Customers can buy and read eBooks on a wide range of platforms, including nook by Barnes & Noble, the iPhone and iPod touch, BlackBerry® smartphones, as well as most Windows® and Mac® laptops or full-sized desktop computers.
General information on Barnes & Noble, Inc. can be obtained via the Internet by visiting the company’s corporate website: www.barnesandnobleinc.com.