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 quality, fashionable, brand name, and designer merchandise at prices generally 20% to 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 a top priority for us, and we challenge ourselves to find new and innovative ways of improving the shopping experience so that we may best serve the changing preferences, tastes, and interests of our customers. We believe an excellent experience and the thrill of off-price shopping help keep our customers coming back.

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 individual Associates, stores, and districts, as well as programs for Associates to share ideas, including thoughts on how to further improve the customer experience. The overarching goal of all of our programs is to teach, develop, and lead teams to provide excellence in customer service so that our customers have a wonderful shopping experience across all of our retail chains.

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

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 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 dressing rooms; added department-specific fixtures that allow us to transform product categories into small “shops” for flexible periods of time; created multilingual signs in some stores that make it easier for customers to find what they are looking for; and implemented new processes and technologies to speed up checkout times and dressing room lines. We have carefully tested each initiative to ensure it drives excitement about our retail chains and products and continues to deliver the treasure hunt experience that we know our customers love.

We believe our efforts to deliver an excellent customer experience and great service are paying off. In 2018, TJX was ranked #16 on the National Retail Federation's list of top U.S. retailers, and for the third consecutive year, 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.

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.