BrandRank.AI: AI engines mostly recommend the same four retailers for customer service questions
In BrandRank.AI's test of six engines, four or more engines named the same retailer in 65% of retailer questions; for product questions, the figure was only 31%.
What's happening
According to BrandRank.AI research reported by Customer Service Manager Magazine, Amazon, Nordstrom, Target and Costco account for 80% of responses to questions about delivery, checkout, store pickup, returns, complaints and trust. Across eight core customer service questions, Nordstrom received 25 of 48 first-place recommendations, while Amazon received only one.
Behind the number
The study is based on 950 responses gathered from ChatGPT, Claude, Gemini, Grok, Perplexity and Meta AI. A consistent protocol was used across all six engines.
Whose desk it lands on
The executive responsible for customer experience. When asked about delivery and returns, do AI assistants recommend your brand or your competitor?
Our view
The CX Brief's interpretation, not a claim made by the source.
AI engines associate different brands with different aspects of service: Amazon with delivery and checkout, Nordstrom with returns and problem resolution. Across eight core service questions, Nordstrom took 25 of 48 first-place recommendations while Amazon took only one, which shows that standing out depends on the aspect of service in question.
Source
Source:BrandRank.AI·Sample: 950 responses
Reported by: Customer Service Manager Magazine·October 22, 2026
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