The American Customer Satisfaction Index - The voice of the Nation's Consumer

February 2013 and Historical ACSI Benchmarks

Updated on February 26, 2013

Sector: Retail Trade
Industries: department & discount stores, gasoline stations, health & personal care stores, specialty retail stores, supermarkets

Sector: E-Commerce
Industries: Internet brokerage, Internet retail, Internet travel

Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
E COMMERCE             75.2 74.3 77.6 80.8 78.6 79.6 80.0 81.6 80.0 81.4 79.3 80.1 81.1 1.2 7.8
Internet Brokerage             72 69 73 76 75 76 78 79 74 78 78 76 78 2.6 8.3
All Others             70 65 73 77 78 79 77 78 74 78 78 75 78 4.0 11.4
Fidelity             NM NM NM NM NM NM 80 84 80 79 78 79 78 -1.3 -2.5
Charles Schwab             76 72 76 75 71 74 80 82 78 79 80 79 77 -2.5 1.3
TD Ameritrade             NM NM NM NM NM NM 77 80 71 76 77 78 77 -1.3 0.0
E*Trade             66 66 69 71 70 71 74 73 69 74 76 79 73 -7.6 10.6
Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
Internet Retail             78 77 83 84 80 81 83 83 82 83 80 81 82 1.2 5.1
Amazon             84 84 88 88 84 87 87 88 86 86 87 86 85 -1.2 1.2
Newegg             NM NM NM NM NM NM NM 87 88 86 84 85 84 -1.2 -3.4
eBay             80 82 82 84 80 81 80 81 78 79 81 81 83 2.5 3.8
All Others             77 75 82 83 79 80 82 82 82 83 78 80 82 2.5 6.5
Overstock             NM NM NM NM NM NM NM 80 82 82 83 83 81 -2.4 1.3
Netflix             NM NM NM NM NM NM NM 84 85 87 86 74 75 1.4 -10.7
uBid.com             67 69 70 73 73 73 74 NM NM NM NM NM NM N/A N/A
Buy.com             78 78 80 80 80 80 81 NM NM NM NM NM NM N/A N/A
barnesandnoble.com             77 82 87 86 87 87 88 NM NM NM NM NM NM N/A N/A
1-800-FLOWERS.COM             69 76 78 76 79 77 77 NM NM NM NM NM NM N/A N/A
Egghead.com             73 †                       N/A N/A
Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
Internet Travel                 77 77 76 77 76 75 75 77 78 78 76 -2.6 -1.3
All Others                 77 77 77 79 76 79 77 78 79 79 76 -3.8 -1.3
Expedia                 80 78 76 79 78 75 77 79 79 77 76 -1.3 -5.0
Orbitz                 76 77 75 74 75 73 74 76 75 76 76 0.0 0.0
Travelocity                 76 76 76 75 74 73 75 75 77 79 75 -5.1 -1.3
Priceline             66 69 71 71 73 72 72 73 72 76 73 76 74 -2.6 12.1
Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
RETAIL TRADE 75.7 74.6 73.2 70.8 74.7 73.3 72.9 74.8 74.6 75.0 72.6 72.4 74.4 74.2 75.2 76.2 75.0 76.1 76.6 0.7 1.2
Department and Discount Stores 77 75 74 72 73 72 72 75 74 76 74 75 74 73 74 75 76 76 77 1.3 0.0
Nordstrom 84 83 82 80 79 76 76 76 NM NM NM NM NM 80 80 83 82 84 84 0.0 0.0
Target                     75 78 77 77 77 80 78 80 81 1.3 8.0
Kohl's NM NM NM NM NM NM NM NM 84 79 79 80 80 79 80 79 81 81 81 0.0 -3.6
J.C. Penney 79 77 78 75 75 75 74 75 74 77 76 78 78 77 78 79 80 82 81 -1.2 2.5
Dillard's 75 74 74 73 71 68 72 75 75 75 77 76 75 76 75 78 78 80 79 -1.3 5.3
Macy's                       74 71 75 74 71 76 77 78 1.3 5.4
Dollar General NM NM NM NM NM NM NM NM NM NM NM NM NM 78 75 79 80 78 78 0.0 0.0
All Others 76 72 74 71 71 73 70 75 73 78 76 77 74 75 74 75 76 77 78 1.3 2.6
Exchange NM NM 69 69 68 70 70 74 73 71 72 74 70 72 73 73 73 76 75 -1.3 8.7
Sears                           72 72 74 75 76 75 -1.3 4.2
Wal-Mart 80 81 74 76 75 72 73 75 74 75 73 72 72 68 70 71 73 70 71 1.4 -11.3
Meijer NM 76 75 NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM N/A N/A
Kmart 74 72 72 68 71 67 67 74 70 70 67 70 70 #           N/A N/A
Target (Discount Stores) 77 76 77 73 74 74 73 77 78 77 #                 N/A N/A
Target (Department Stores) NM 76 74 72 74 72 72 74 75 73 #                 N/A N/A
Sears Roebuck 73 75 74 71 74 71 73 76 75 73 74 73 73 #           N/A N/A
R.H. Macy 69 #                                   N/A N/A
Montgomery Ward 72 72 73 †                               N/A N/A
Federated Department Stores 71 71 73 66 67 68 69 69 71 71 74 #               N/A N/A
May Department Stores 74 75 75 72 72 74 72 75 76 75 76 #               N/A N/A
Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
Gasoline Stations 78 80 77 78 79 76 75 77 76 75 70 69 71 70 74 76 70 74 73 -1.4 -6.4
All Others 76 80 76 77 77 76 75 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Unocal NM 80 NM NM NM NM NM ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Texaco 78 80 82 77 81 75 75 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Shell Oil 80 80 77 81 78 75 77 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Phillips Petroleum 81 81 79 82 NM NM NM ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Mobil 80 79 78 78 82 #   ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Exxon Mobil           77 75 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Exxon 78 80 79 78 80 #   ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Chevron 78 81 78 77 81 76 76 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
BP Amoco           76 76 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
BP NM NM NM NM 81 #   ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Atlantic Richfield 75 78 72 74 74 #   ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Amoco 81 81 80 79 83 #   ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
Health and Personal Care Stores                       76 78 78 78 78 77 76 77 1.3 1.3
All Others                       78 79 80 80 79 81 82 79 -3.7 1.3
Rite Aid                       72 75 73 76 76 75 75 77 2.7 6.9
Walgreens                       76 76 78 77 77 77 75 76 1.3 0.0
CVS Caremark                       74 78 76 77 77 74 73 75 2.7 1.4
Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
Specialty Retail Stores               73 74 74 75 74 75 75 76 77 78 79 78 -1.3 6.8
Office Depot               NM NM NM NM NM NM 78 75 76 81 79 84 6.3 7.7
Costco           79 77 76 79 80 79 79 81 81 83 81 82 83 83 0.0 5.1
Barnes and Noble               NM NM NM NM NM NM 83 83 84 82 79 82 3.8 -1.2
Sam's Club     75 72 75 78 74 78 77 77 75 76 78 77 79 79 78 81 80 -1.2 6.7
Staples               NM NM NM NM NM NM 77 76 77 81 79 79 0.0 2.6
Lowe's               75 76 77 76 78 74 75 76 79 77 79 79 0.0 5.3
Best Buy               NM NM 72 72 71 76 74 74 74 77 77 78 1.3 8.3
OfficeMax               NM NM NM NM NM NM 76 74 77 74 78 78 0.0 2.6
Home Depot               75 71 73 73 67 70 67 70 72 75 78 77 -1.3 2.7
All Others               72 73 73 75 73 75 76 78 77 76 76 77 1.3 6.9
Gap               NM NM NM NM NM NM 75 75 75 74 77 76 -1.3 1.3
TJX               NM NM NM NM NM NM 74 73 78 76 78 76 -2.6 2.7
Circuit City Stores               NM NM 73 72 70 69 71 72 †       N/A N/A
Borders               NM NM NM NM NM NM 81 79 81 80 †   N/A N/A
Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
Supermarkets 76 75 74 73 73 74 73 75 75 74 73 74 75 76 76 76 75 76 77 1.3 1.3
Publix 82 82 80 79 79 82 77 81 81 82 81 81 83 83 82 86 84 84 86 2.4 4.9
Whole Foods NM NM NM NM NM NM NM NM NM NM NM NM NM 73 75 76 79 80 80 0.0 9.6
Kroger 78 76 74 74 73 74 71 75 75 71 73 74 76 75 77 78 78 79 79 0.0 1.3
All Others 76 75 72 73 72 71 74 73 75 75 76 77 75 77 79 78 77 79 78 -1.3 2.6
Winn-Dixie 76 75 75 74 74 71 74 72 73 73 72 73 76 71 73 74 76 75 78 4.0 2.6
Supervalu 77 77 75 74 77 75 75 76 77 77 75 77 74 74 74 77 74 74 76 2.7 -1.3
Safeway 72 73 73 70 71 72 76 75 76 71 72 71 74 72 75 72 74 75 75 0.0 4.2
Wal-Mart NM NM NM NM NM NM NM NM NM NM 70 70 69 71 68 71 71 69 72 4.3 2.9
Great Atlantic and Pacific Tea 68 67 68 NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM N/A N/A
Food Lion 78 76 73 73 73 71 73 NM NM NM NM NM NM NM NM NM NM NM NM N/A N/A
Meijer 77 79 77 NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM N/A N/A
Albertsons 75 77 77 72 70 73 70 72 73 73 69 71 #             N/A N/A
American Stores 71 73 74 68 #                             N/A N/A

Score tables print best in landscape.

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Notes
The ACSI releases industry results monthly and updates the national index quarterly. Baseline measurements are from the summer of 1994.

The "All Others" score for an industry represents the remainder of the total industry market share, less the market shares of the measured companies. This benchmark is an aggregate of a representative number of customer interviews from each of potentially hundreds of smaller companies within the industry.