The American Customer Satisfaction Index’s (ACSI) Retail and Consumer Shipping Study 2022-2023 is out, reporting that “while overall customer satisfaction with the Retail Trade sector slips 0.5% to a score of 74.7 (out of 100),” significant ground has been gained by a number of retailers, especially those with a specialty focus.
Some excerpts:
• “Customer satisfaction with online retailers improves 4% to an ACSI score of 80.
“Chewy debuts with an ACSI score of 85, placing it atop not just online retailers but the Index as a whole. Amazon turns things around and moves into second place. The company’s score is up 8% to 84 after two years of declines to an all-time low last year.
Etsy (down 2%) and Gap (up 5%) move in opposite directions and meet at 80, while six retailers finish with 79: Costco (unchanged), Kohl’s (up 1%), Macy’s (down 1%), Nordstrom (down 2%), Target (up 1%), and Wayfair (up 4%).
“The group of smaller sites (unchanged), Best Buy (up 3%), and Newegg (up 1%) tie at 78, followed by Dell (down 1%), Home Depot (up 3%), and Nike (down 1%), each at 77.
eBay (unchanged) is one of four retailers to score 76, including HP Store (up 1%), Lowe’s (up 1%), and Overstock (up 3%). With scores of 75, Apple Store (unchanged) and GameStop (up 3%) finish ahead of Groupon (up 3%) and Staples (down 4%) at 74. Walmart (up 1%) sits at 73.”
ASCI says that “Walgreens is last after plummeting 9% to an ACSI score of 69.”
• “The supermarket industry remains stable with an ACSI score of 76.
“Despite slipping 1%, Trader Joe’s still tops all supermarkets at 84. Costco (up 1%) and Publix (up 2%) move into a second-place tie at 82, ahead of H-E-B, which dips 1% to 81.
Aldi and Wegmans both slide 1% to 80, while four grocers score 79: BJ’s Wholesale Club (up 1%), Sam’s Club (unchanged), Target (up 3%), and Whole Foods (up 4%).
Southeastern Grocers remains near the bottom of the industry after dropping 1% to 74, tying with Albertsons Companies (up 4%) and Ahold Delhaize (down 3%). Giant Eagle falls 4% to 73, yet still outpaces last-place Walmart, which improves 1% to 71.”
• “For the second straight year, customer satisfaction with general merchandise retailers is stable at an ACSI score of 75.
“The wholesale warehouse clubs set the bar, taking the top three slots for customer satisfaction, with Costco, up 1% to 82, leading the way. Sam’s Club and BJ’s Wholesale Club, both surging 4%, are next with scores of 81 and 80, respectively.
“Three retailers tie at 79 — Kohl’s (up 1%), Macy’s (up 4%), and Nordstrom (unchanged) — just ahead of Target, steady at 78. TJX — which includes Marshalls and TJ Maxx — is stable at 77, matching the group of smaller general merchandise retailers, which improves 3%.
“Among the low-end performers, Big Lots (up 1%) and Fred Meyer (up 3%) score 73 apiece, while Dollar Tree falters 4% to 71. Dollar General and Walmart share last place at 70, stumbling 3% and 1%, respectively.”
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