Customer satisfaction with retail is relatively stable. Apple is tied for the 11th highest score among specialty retail stores.
Overall, the Retail Trade sector dips just 0.5% to a score of 75.1 (out of 100), according to the American Customer Satisfaction Index’s (ACSI®) Retail and Consumer Shipping Study 2021-2022
Nike takes the top spot in the specialty retail store category after gaining 1% to 81. Hobby Lobby (unchanged) and TJX’s HomeGoods (up 1%) share second at 80 apiece, just ahead of Bass Pro Shops (unchanged), PVH (up 1%), and L Brands (down 2%), each at 79. L Brands’ score represents both Bath & Body Works and Victoria’s Secret, which are now separate companies. This marks the first time in seven years that L Brands doesn’t lead the industry.
The group of smaller specialty retail stores (down 1%) and three other retailers tie at 78: Famous Footwear (unchanged), Sephora (down 3%), and Ulta Beauty (down 1%). Discount Tire and O’Reilly Auto Parts are unchanged at the industry average of 77.
Eight retailers are locked at 76: Apple (down 1%), Bed Bath & Beyond (down 3%), Best Buy (unchanged), Foot Locker (down 1%), Gap (down 1%), Home Depot (up 1%), Menards (down 1%), Michaels (unchanged), and PetSmart (down 1%).
The ACSI has been a national economic indicator for 25 years. It measures and analyzes customer satisfaction with more than 400 companies in 47 industries and 10 economic sectors, including various services of federal and local government agencies. Reported on a scale of 0 to 100, scores are based on data from interviews with roughly 500,000 customers annually.
