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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:

    2021

  • Companies:

    37 major companies, plus aggregate of smaller stores

Benchmarks by Industry

Customer Experience Benchmarks Year-over-Year Industry Trends

Benchmarks 2020 2021
Quality of mobile app 81 82
Reliability of mobile app (minimal down time, crashes, lags) 81 82
Convenience of store hours 81 81
Layout and cleanliness of store 81 81
Ability to provide brand names 80 80
Courtesy and helpfulness of staff 80 80
Website satisfaction 79 80
Convenience of store location 78 79
Speed of checkout process 79 79
Variety and selection of merchandise 79 79
Availability of merchandise (inventory stocks) 78 78
Call center satisfaction 74 76
Frequency of sales and promotions 73 74

*Industry averages are weighted by companies’ market shares.

Satisfaction Benchmarks by Company

Specialty Retailers

Company 2020 2021 % Change
Specialty Retailers 77 77 0.0%
Nike 80 81 1%
Hobby Lobby 80 80 0%
TJX (HomeGoods) 79 80 1%
Bass Pro Shops 79 79 0%
L Brands 81 79 -2%
PVH 78 79 1%
All Others 79 78 -1%
Famous Footwear 78 78 0%
Sephora 80 78 -3%
Ulta Beauty 79 78 -1%
Discount Tire 77 77 0%
O'Reilly Auto Parts 77 77 0%
Apple 77 76 -1%
Bed Bath & Beyond 78 76 -3%
Best Buy 76 76 0%
Foot Locker 77 76 -1%
Gap 77 76 -1%
Home Depot 75 76 1%
Menards 77 76 -1%
Michaels 76 76 0%
PetSmart 77 76 -1%
Abercrombie & Fitch 77 75 -3%
Ace Hardware 74 75 1%
Advance Auto Parts 74 75 1%
Dick's Sporting Goods 76 75 -1%
H&M 76 75 -1%
Lowe's 75 75 0%
Petco 76 75 -1%
Premium Apparel NM 75 NA
Staples 75 75 0%
American Eagle Outfitters 76 74 -3%
Williams-Sonoma 73 74 1%
AutoZone 76 73 -4%
GameStop 72 73 1%
J.Crew 75 73 -3%
Signet Jewelers 76 73 -4%
ODP (Office Depot, OfficeMax) 74 72 -3%

NM – Not measured  NA – Not available

Connect With ACSI

Connect With ACSI

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