Top Retailers Ranked As Holidays Ramp Up

For the first three quarters of this year, customer satisfaction with the retail sector overall stood at 78.6 (out of 100), according to the American Customer Satisfaction Index’s (ACSI) Retail Holiday Preview. In addition, over the same period, retailers that leaned into strategic discounting and seamless omnichannel experiences have been thriving, while those that haven’t are not.

“In a climate of economic uncertainty, consumers are laser-focused on finding the best deals, whether they’re shopping online or in-store,” said Forrest Morgeson, Associate Professor of Marketing at Michigan State University and Director of Research Emeritus at the ACSI. “The retailers that can deliver on both convenience and savings will be the ones that capture the most consumer dollars in the weeks ahead.”

Customer satisfaction with specialty retailers, specifically those offering a brick-and-mortar shopping experience, scored at 79. Segment winners include:

• Apparel: American Eagle Outfitters (79)
• Automotive: O’Reilly Auto Parts (80)
• Hardware and home improvement: Tractor Supply Company (85)
• Hobby and home: Hobby Lobby (82)
• Personal care and accessories: Ulta Beauty (83)
• Pet care: Pet Supplies Plus (86)
• Sporting goods and sports apparel: Dick’s Sporting Goods, Foot Locker (80)
• Technology and office: Best Buy (81)

General merchandise retailers are the only ones to see improving customer satisfaction, up 1% to an ACSI score of 78.

Top performers within this sector include:

• Department stores: Macy’s (82)
• Discount stores: TJX (Marshalls, TJ Maxx) (82)
• Hypermarkets: Target (80)
• Warehouse clubs: Sam’s Club (Walmart) (85)

And while the increase in online sales are expected to top in-store sales on a percentage basis, satisfaction with e-tailers such as Amazon, Best Buy and Chewy held steady at 80.

Click here for more from the survey.