The recent study included key retail segments including online retail, department and discount stores, specialty retail stores, and supermarkets, the American Customer Satisfaction Index’s (ACSI) Retail and Consumer Shipping Study 2021-2022, stated.
Top finishers in the online retail segment included Esty in the first place (up 3 per cent) at an ACSI score of 82, followed by Nordstrom (unchanged at 81) and Macy’s (up 4 per cent) at 80. Amazon (down 1 per cent), Kohl’s (down 1 per cent), Nike (down 1 per cent), and Target (unchanged) tie at 78, while Walmart (down 1 per cent) reported an ACSI score of 72. Overall, customer satisfaction with online retail slipped 1.3 per cent at an ACSI score of 77.
Nike took first place among specialty retail stores (up 1 per cent) at an ACSI score of 81. Customer satisfaction with specialty retail stores holds steady at an ACSI score of 77. Hobby Lobby (unchanged) and TJX’s HomeGoods (up 1 per cent), reported at an ACSI score of 80, just ahead PVH (up 1 per cent), and L Brands (down 2 per cent), each at 79. The group of smaller specialty retail stores include Famous Footwear (unchanged), Sephora (down 3 per cent) tie at 78. Retailers that are locked at 76 include Bed Bath & Beyond (down 3 per cent), Foot Locker (down 1 per cent), Gap (down 1 per cent).
Premium Apparel reported at an ACSI score of 75 after acquiring former Ascena-owned brands. The retailer is matched by Abercrombie & Fitch (down 3 per cent), Dick’s Sporting Goods (down 1 per cent), H&M (down 1 per cent), and Lowe’s (unchanged). American Eagle Outfitters tumbles 3 per cent to 74, J.Crew (down 3 per cent) tumbles to an ACSI score of 73.
Top finishers in the department and discount stores includes Nordstrom (including Nordstrom Rack) (down 1 per cent) at an ACSI score of 79 and Target (up 3 per cent) at 78. Dillard’s (down 3 per cent), JCPenney (up 1 per cent), and TJX’s Marshalls and TJ Maxx (down 1 per cent) tie at 77. Big Lots (down 1 per cent) at an ACSI score of 72. Overall customer satisfaction with department and discount stores holds steady at an ACSI score of 75, the report added.
The American Customer Satisfaction Index Retail and Consumer Shipping Report 2021-2022 is based on interviews with 36,517 customers, chosen at random and contacted via email between January 11, 2021, and December 20, 2021.
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