The recent study included key retail segments including online retail, department and discount stores, specialty retail stores and supermarkets, the American Customer Satisfaction Index (ACSI) Retail and Consumer Shipping Study 2021-2022 2021-2022declared.
Top runners-up in the online retail segment included Esty in first place (up 3%) with an ACSI score of 82, followed by Nordstrom (unchanged at 81) and Macy’s (up 4%) at 80 Amazon (down 1 per cent), Kohl’s (down 1%), Nike (down 1%) and Target (unchanged) at 78, while Walmart (down 1%) reported a score ACSI of 72. Overall, customer satisfaction with online retail slipped 1.3% with an ACSI score of 77.
The US retail sector recorded an American Customer Satisfaction Index (ACSI) of 75.1% (down just 0.5%) for the year 2021, according to a study. Online retail stores and specialty retail stores topped the customer satisfaction score for 2021 at 77 each, followed by department stores and discount stores at 75.
Nike took the top spot among specialty retail stores (up 1%) with an ACSI score of 81. Customer satisfaction with specialty retail stores remains at an ACSI score of 77. Hobby Lobby (unchanged) and TJX’s HomeGoods (up 1%), reported an ACSI score of 80, just ahead of PVH (up 1%) and L Brands (down 2%), each at 79. The group small specialty retail stores include Famous Footwear (unchanged), Sephora (down 3 percent) tied at 78. Retailers that are stuck at 76 include Bed Bath & Beyond (down 3 percent), Foot Locker ( down 1 percent), Gap (down 1 percent).
Premium Apparel achieved an ACSI score of 75 after acquiring former brands owned by Ascena. The retailer is tied by Abercrombie & Fitch (down 3%), Dick’s Sporting Goods (down 1%), H&M (down 1%) and Lowe’s (unchanged). American Eagle Outfitters drops 3% to 74, J.Crew (down 3%) drops to an ACSI score of 73.
Nordstrom (including Nordstrom Rack) (down 1%) with an ACSI score of 79 and Target (up 3%) at 78. Dillard’s (down 3%), JCPenney (up 1 percent) , and TJX’s Marshalls and TJ Maxx (down 1%) tied at 77. Big Lots (down 1%) at an ACSI score of 72. Overall customer satisfaction with department stores and discount stores holds an ACSI score of 75, the report adds.
The US Customer Satisfaction Index Consumer Retail and Delivery Report 2021-2022 is based on interviews with 36,517 randomly selected customers contacted by email between January 11, 2021 and December 20, 2021.
Fibre2Fashion (SF) News Desk
