Respondents to the “2008 Luxury Customer Experience Index” said, “the selection of products is unique and they provide a great shopping experience in person, over the phone and online,” while others commented on the “helpful staff, upscale environment, and excellent merchandise.”
Those who rated Bergdorf Goodman most favorably were female respondents over 50 years of age with a net income of $150,000-$199,000 and a net worth of under $1 million. Nordstrom and Barneys were ranked second and third, respectively.
“Luxury retailers are having challenges as the economic downturn indicates that the immunity of wealthy consumers at any level is, and always was, a myth,” said Milton Pedraza, chief executive officer of the Luxury Institute. “Today it is critical to understand what customer experience you deliver against a very competitive set of luxury retailers.”
Following are the seven retailers that were rated (in alphabetical order):
2. Bergdorf Goodman
4. Brooks Brothers
5. Neiman Marcus
7. Saks Fifth Avenue