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
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Inaugural year:
2001
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Updated:
annually
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Most recent data:
2021
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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