New York, NY – February 20, 2007 – Barnes & Noble.com (www.bn.com), a wholly owned subsidiary of Barnes & Noble, Inc. (NYSE:BKS), the world’s largest bookseller, received the number one rating in customer satisfaction in the entire e-commerce category of 200 companies, according to the American Customer Satisfaction Index, released today by the University of Michigan with partner ForeSee Results. This is the third consecutive year that Barnes & Noble.com received the top rankings for customer satisfaction in this annual survey of more than 65,000 consumers nationwide.
“Providing our customers with the highest quality service in all aspects of their interactions with us is the number one priority at Barnes & Noble.com. We are delighted to receive the top ranking in the survey, thank our customers for this recognition, and look forward to continuing to provide the highest level of service of any e-commerce company,” said Marie Toulantis, chief executive officer of Barnes & Noble.com.
About the American Customer Satisfaction Index
The American Customer Satisfaction Index (ACSI) is the only uniform, national, cross-industry measure of satisfaction with the quality of goods and services available in the United States. A key distinguishing feature of the ACSI methodology is its patented scientific approach to customer satisfaction measurement. The technology behind the ACSI computes scores that reflect performance based on the relative impacts of various components of satisfaction on overall satisfaction and the likelihood of desirable future behaviors, such as repeat purchases. Accordingly, the ACSI methodology is able to isolate and determine the importance of the features and functions most likely to produce these behaviors, an important distinction from basic customer satisfaction ratings.
About ForeSee Results
ForeSee Results is the market leader in online customer satisfaction management and specializes in converting satisfaction data into user-driven web development strategies. Using the methodology of the University of Michigan's American Customer Satisfaction Index (ACSI), ForeSee Results has created a model that scientifically quantifies the elements that drive online customer satisfaction and predicts future behaviors, including the likelihood to return to the site or recommend the site to others. ForeSee Results, a privately held company located in Ann Arbor, Michigan, can be found online at www.ForeSeeResults.com.
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|About Barnes & Noble, Inc.
Barnes & Noble, Inc. (NYSE: BKS), the world’s largest bookseller and a Fortune 500 company, operates 801 bookstores in 50 states. For the fifth year in a row, the company is the nation’s top retail brand for quality, 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 and the number one online bookseller for quality among e-commerce companies, according to the latest EquiTrend survey.
General information on Barnes & Noble, Inc. can be obtained via the Internet by visiting the company’s corporate Web site: http://www.barnesandnobleinc.com.