Serving Our Customers

TJX is the leading off-price retailer of apparel and home fashions in the U.S. and worldwide. Our mission is to deliver great value to our customers by offering a rapidly changing assortment of brand name, designer and other high quality fashions at prices generally 20%-60% below full-price retailers’ (including department, specialty, and major online retailers) regular prices, on comparable merchandise, every day. Our stores are located in a variety of geographic areas, from urban to rural, and serve a diverse customer base.

Our customers are very important to us, and we challenge ourselves to find new and innovative ways of improving our shopping experience so that we may best serve their changing preferences, tastes, and interests. We believe an excellent experience, our rapidly changing assortment of merchandise, and the thrill of off-price shopping are some of the factors that can keep our customers coming back again and again.

To support our goal of an excellent customer experience, we provide our store Associates with training to enhance interactions with customers. We also have a number of in-store programs designed to motivate and reward our Associates, stores, and districts, as well as programs for Associates to share ideas, including thoughts on how to further improve the customer experience. An important goal of all of our store training programs is to teach, develop, and lead teams to provide excellence in customer service so that our customers can have a wonderful shopping experience across all of our retail chains.

TJX serving customers is responsible business

Behind the scenes, we have dedicated Store Planning and Operations groups within each retail chain that are responsible for understanding our customer base across different geographic locations. This helps us get the right products to the right stores at the right time – essentially giving our customers what they want, when they want it. Our business model allows us the flexibility to rebalance inventory levels in key categories, which has enhanced the treasure hunt experience that so many of our customers love and expect when they shop our stores.

One way we measure our success is by asking customers to rate their experience using online customer satisfaction surveys. Through these responses we are able to provide feedback to Store Operations management so they may identify opportunities and work to address issues quickly – and ultimately improve the in-store experience. This input also allows us to develop clear customer experience training for store managers, team leaders, and Associates. The data has also helped drive broad improvements across many of our retail chains. Over the past few years, we have redesigned our floor plans and dressing rooms; added department-specific fixtures that allow us to transform product categories into small “shops” for flexible periods of time; added LED lighting in jewelry cases to better highlight our products; and implemented new processes and technologies to speed up checkout times and dressing room lines. We have carefully tested each initiative for how it can drive excitement about our retail chains and products and continue to help deliver the experience we know our customers love and have come to expect.

We believe our efforts to deliver an excellent customer experience and great service are paying off. In 2019, TJX was ranked #16 on the National Retail Federation's list of top U.S. retailers, and from 2016 to 2018 T.J. Maxx was voted Brand of the Year in the off-price retailer category by the Harris Poll, which surveyed more than 77,000 U.S. consumers measuring brand health over time, including familiarity, quality and purchase consideration.

2019 Key Highlight

4,500+

stores spanning nine countries on three continents

Customer Privacy

Protecting customer information is complex, and we leverage a number of technologies and policies as we work to protect customer’s privacy and personal data. TJX’s retail chains use point of sale terminals that are EMV enabled and we use encryption as one of a number of tools used in our information security program. We are validated as PCI-DSS compliant (Payment Card Industry Data Security Standard) by a third party assessor. We don’t sell data, use data to sell advertising, or otherwise have lines of business reliant upon any of the more controversial uses for data.

We have developed and continue to maintain a comprehensive information management program, including privacy and data security, which is overseen by our Chief Privacy, Risk, and Compliance Officer, our Chief Information Officer, and our Chief Information Security Officer, who regularly report to the Audit Committee of our Board of Directors. Our information management program includes many components. For example, our Internal Audit team regularly audits compliance with TJX policies, including information security policies, and conducts reviews or audits of key third party service providers with respect to their security practices concerning sensitive personal information. We also provide annual on-line training on privacy and data security to our Associates, supplemented with additional training communications and an internal Information Management website.