Consumers’ favorite value fashion retailer is…
Two discounters came in neck-in-neck in an annual ranking of the nation’s favorite value fashion retailers.
TJ Maxx and Target took top honors in a new retail study from Market Force, which polled more than 10,000 consumers. The study ranks value fashion retailers overall, as well in specific areas such as merchandise selection, customer service and e-commerce.
Even though TJ Maxx fell eight percentage points over last year, it still earned a 47% score on the Composite Loyalty Index to tie for first with Target, which saw the biggest gain of all the value fashion retailers studied. Nordstrom Rack, named consumers’ favorite premium fashion retailer, was a close second with 46%. Rounding out the top five overall favorites was Burlington, Marshall’s and Ross Stores.
Market Force also looked at the attributes of value-fashion retailers that matter most to consumers and impact where they shop. Although value was found be the biggest influencer in choosing where to shop, service is also an important consideration. But only 43% of surveyed consumers reported being helped by an associate during their last shopping trip. Nordstrom Rack associates assisted customers most often. But shoppers gave higher marks to Burlington, Target and Ross for understanding their needs and suggesting relevant items. Marshall’s ranked lowest for helping and understanding shoppers.
“Nearly half of those surveyed have shopped at a physical retail store at least three times in the past 90 days, typically to enjoy a great in-store experience and to hunt for a good sale,” said Brad Christian, chief customer officer for Market Force. “However, it’s not always about price, even in the value apparel realm. Customers also want attentive and helpful service, and that’s one area where these discount retailers can and should bridge the gap with their premium counterparts.”
In other findings:
• Target scored highest for atmosphere, ease of finding items and checkout speeds. Ross earned the top spot for value for money spent, a category in which Walmart ranked last.
• Burlington performed well in the merchandise categories, ranking highest for selection and the ability for shoppers to create a look. Although TJ Maxx failed to dominate in any one category, it performed consistently well across the board.
• E-commerce continues to be an important channel for retailers competing with Amazon. Market Force found that Target – which saw 29% year-over-year online sales growth in the fourth quarter – received the most website visits and purchases, and delivered the best online experience. Fifty-one percent reported visiting Target’s website in the previous 90 days and, of them, 72% made a purchase.
Walmart’s and Nordstrom Rack’s websites were each visited by 40% of study participants, and nearly two-thirds made online purchases from them.
TJ Maxx and Target took top honors in a new retail study from Market Force, which polled more than 10,000 consumers. The study ranks value fashion retailers overall, as well in specific areas such as merchandise selection, customer service and e-commerce.
Even though TJ Maxx fell eight percentage points over last year, it still earned a 47% score on the Composite Loyalty Index to tie for first with Target, which saw the biggest gain of all the value fashion retailers studied. Nordstrom Rack, named consumers’ favorite premium fashion retailer, was a close second with 46%. Rounding out the top five overall favorites was Burlington, Marshall’s and Ross Stores.
Market Force also looked at the attributes of value-fashion retailers that matter most to consumers and impact where they shop. Although value was found be the biggest influencer in choosing where to shop, service is also an important consideration. But only 43% of surveyed consumers reported being helped by an associate during their last shopping trip. Nordstrom Rack associates assisted customers most often. But shoppers gave higher marks to Burlington, Target and Ross for understanding their needs and suggesting relevant items. Marshall’s ranked lowest for helping and understanding shoppers.
“Nearly half of those surveyed have shopped at a physical retail store at least three times in the past 90 days, typically to enjoy a great in-store experience and to hunt for a good sale,” said Brad Christian, chief customer officer for Market Force. “However, it’s not always about price, even in the value apparel realm. Customers also want attentive and helpful service, and that’s one area where these discount retailers can and should bridge the gap with their premium counterparts.”
In other findings:
• Target scored highest for atmosphere, ease of finding items and checkout speeds. Ross earned the top spot for value for money spent, a category in which Walmart ranked last.
• Burlington performed well in the merchandise categories, ranking highest for selection and the ability for shoppers to create a look. Although TJ Maxx failed to dominate in any one category, it performed consistently well across the board.
• E-commerce continues to be an important channel for retailers competing with Amazon. Market Force found that Target – which saw 29% year-over-year online sales growth in the fourth quarter – received the most website visits and purchases, and delivered the best online experience. Fifty-one percent reported visiting Target’s website in the previous 90 days and, of them, 72% made a purchase.
Walmart’s and Nordstrom Rack’s websites were each visited by 40% of study participants, and nearly two-thirds made online purchases from them.