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Specialty Retailers

Powerful insights and competitive analysis through cross-industry benchmarking

Benchmark with competitors and best-in-class companies alike via ACSI’s unique structure.

SPECIALTY
RETAILERS

Retailers specializing in spaces like home improvement, clothing, electronics, office supplies, and pet supplies gain access to two decades of industry data and expertise for both competitive and best-in-class insights.

At a glance:

Specialty Retailers

  • Inaugural year:

    2001

  • Updated:

    annually

  • Most recent data:

    2024

  • Companies:

    31 major companies, plus aggregate of smaller stores

Speciality Retailers

Satisfaction Benchmarks by Company
Company 2023 2024 % Change Retail Industry
Specialty Retailers 79 79 0% Overall
American Eagle Outfitters 83 81 -2% Apparel
Gap 80 79 -1% Apparel
Abercrombie & Fitch 79 78 -1% Apparel
O’Reilly Auto Parts 78 82 5% Automotive
AutoZone 75 79 5% Automotive
Advance Auto Parts 77 78 1% Automotive
Ace Hardware 80 82 3% Hardware and Home Improvement
Tractor Supply Company NM 82 NA Hardware and Home Improvement
Menards 80 81 1% Hardware and Home Improvement
Home Depot 78 80 3% Hardware and Home Improvement
Lowe’s 78 79 1% Hardware and Home Improvement
Hobby Lobby 81 80 -1% Hobby and Home
TJX (HomeGoods) 83 79 -5% Hobby and Home
Williams-Sonoma 79 78 -1% Hobby and Home
Michaels 77 77 0% Hobby and Home
Joann NM 76 NA Hobby and Home
Bath & Body Works 82 80 -2% Personal Care and Accessories
Sephora 78 80 3% Personal Care and Accessories
Ulta Beauty 81 80 -1% Personal Care and Accessories
Signet Jewelers 77 78 1% Personal Care and Accessories
Pet Supplies Plus NM 82 NA Pet Care
PetSmart 80 80 0% Pet Care
Petco 76 79 4% Pet Care
Bass Pro Shops 80 79 -1% Sporting Goods and Sports Apparel
Dick’s Sporting Goods 77 79 3% Sporting Goods and Sports Apparel
Foot Locker 77 79 3% Sporting Goods and Sports Apparel
Apple Store 81 81 0% Technology and Office
Best Buy 79 79 0% Technology and Office
Staples 75 78 4% Technology and Office
ODP (Office Depot, OfficeMax) 76 75 -1% Technology and Office
GameStop 74 74 0% Technology and Office
All Others 79 79 0% Other Companies

NM = Not Measured
NA = Not Available

Customer Experience Benchmarks Year-over-Year Industry Trends
Benchmarks 2023 2024
Accuracy of order fulfillment for pickup 85 87
Ease of pickup process 84 87
Quality of mobile app 83 85
Reliability of mobile app (minimal down time, crashes, lags) 82 85
Ability to provide brand names 81 84
Convenience of store hours 82 84
Layout and cleanliness of store 82 84
Speed of order readiness for pickup 83 84
Value of store credit card 82 84
Courtesy and helpfulness of staff 82 83
Website satisfaction 82 83
Convenience of store location 80 82
Quality of membership benefits and discounts received 82 82
Speed of checkout process 80 82
Variety and selection of merchandise 80 82
Availability of merchandise (inventory stocks) 79 81
Call center satisfaction 79 78
Frequency of sales and promotions 76 77


Industry averages are weighted by companies’ market shares.
2024 results based on data collected January – December 2023.

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