The nation’s favorite store is…
Customer satisfaction with supermarkets is at an all-time high.
That’s according to the annual American Customer Satisfaction Index (ACSI) Retail Report 2017, which shows the retail sector as a whole remains steady, with an ACSI score of 78.1, down just a hair from an all-time high of 78.3 a year ago.
Supermarkets were one of the strongest retail industries in 2017, with 13 of 22 stores improving on their 2016 scores.
Publix ruled the roost, surging 2% to a top score of 86, which was the highest customer satisfaction score across all retail categories, including e-commerce. Trader Joe’s was right behind, at 85, followed by Aldi and Wegmans (both at 84).
“While Trader Joe’s was unable to sustain its record-high score from last year, customer satisfaction with the grocer is still extremely high for a brick-and-mortar retailer, on par with Amazon’s score in the internet retail category,” said David VanAmburg, managing director at ACSI.
Costco led department stores and discount stores with a score of 83, followed by Nordstrom (81), Sam’s Club (80) and BJ’s (80). J.C. Penney, Kohl’s and Meijer all scored 79. Target dropped two points to a score of 77, but still topped Sears (73) and Walmart, which had a score of 71.
In other results:
• Specialty retail stores: L Brands (Victoria’s Secret, Bath & Body Works, Pink) led the category with a score of 85, and was among the most improved across all retail industries, jumping four points over last year. The company has been reinvigorating its brick-and-mortar stores, devoting 70% of its investments into renovations and expansions, and according to customers, it’s paying off.
Cabela’s was second in the specialty category, with a score of 82, followed by Barnes & Noble and O’Reilly Auto Parts (both 81), Bed, Bath & Beyond and TJX Cos. (both at 80).
• Internet retail: Amazon topped all companies with a score of 85, one point off its 2016 score of 86. Newegg was second place at 83, followed by eBay, Overstock, and all others clustered at 81.
The ACSI Retail Report 2017, based on 50,186 customer surveys collected throughout 2017, is available for download here.