Report: The #1 Specialty Retail Store for Customer Satisfaction

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You’ve heard the old saying, “When the going gets tough, the tough go shopping”? Unfortunately, in the last year, many of us have found it tough to go shopping, thanks to the COVID-19 pandemic.

We’ve seen long lines or lack of selection at many retail outlets. And a new study shows that frustration among consumers.

These Specialty Retail Stores Get the Highest Marks From Customers

Overall, customer satisfaction with specialty retail stores has dipped, with an average score of 77 (on a 100-scale).

That’s according to the American Customer Satisfaction Index’s Retail & Consumer Shipping Report 2020-2021, which says 77 is the lowest score in its survey about specialty retailers in six years. Specialty retailers sell anything from apparel to electronics to pet supplies. The ASCI evaluates them separately from department and discount stores.

Here are some more key findings from the report:

  • L Brands (which owns Bath & Body Works) is #1 among specialty retail stores for the seventh consecutive year. But its score, 81, is still a point lower than it was in last year’s survey.
  • Hobby Lobby ranked #2 with a score of 80.

Wondering how your favorite store fared? Let’s look at the top specialty retail stores in the ACSI report.

Here Are the Best Retail Stores for Customer Satisfaction

Company2020 Scores% Change
L Brands81-1%
Hobby Lobby80NA
Nike80NA
Sephora800%
Bass Pro Shops79-1%
Pet Retail Brands79NA
TJX (HomeGoods)79NA
Ulta Beauty79-1%
Bed Bath & Beyond78-3%
Specialty Retail Stores (Average)77-1.3%

(Editor’s Note: All stores with “NA” listed in the “% Change” column are new to the ASCI survey.)

The survey included 70,000 American consumers and was conducted between January and December 2020.

Final Thoughts

No matter how frustrating the process, you’ll likely feel better about your shopping experience if you’ve saved some money. Here are some ways to do that:

Compare Prices Online vs. In-Store: Many retailers list different prices on their websites vs. what’s on the shelves. Do your homework to save money!

Subscribe and Save: There’s a good chance your favorite store has an email newsletter with deals or coupons. You might even get a bonus discount just for signing up.

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