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:
2025
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Companies:
27 major companies, plus aggregate of smaller stores
Speciality Retailers
Satisfaction Benchmarks by Company
| Anchor Link | Company | 2024 | 2025 | % Change | Retail Industry |
|---|---|---|---|---|---|
| Specialty Retailers | 79 | 79 | 0% | Overall | |
| #american-eagle-outfitters | American Eagle Outfitters | 81 | 78 | -4% | Apparel |
| #gap | Gap | 79 | 78 | -1% | Apparel |
| #oreilly-auto-parts | O’Reilly Auto Parts | 82 | 81 | -1% | Automotive |
| #advance-auto-parts | Advance Auto Parts | 78 | 77 | -1% | Automotive |
| #autozone | AutoZone | 79 | 77 | -3% | Automotive |
| #ace-hardware | Ace Hardware | 82 | 83 | 1% | Hardware and Home Improvement |
| #menards | Menards | 81 | 83 | 2% | Hardware and Home Improvement |
| #home-depot | Home Depot | 80 | 80 | 0% | Hardware and Home Improvement |
| #lowes | Lowe’s | 79 | 79 | 0% | Hardware and Home Improvement |
| #hobby-lobby | Hobby Lobby | 80 | 81 | 1% | Hobby and Home |
| #tjx-homegoods | TJX (HomeGoods) | 79 | 79 | 0% | Hobby and Home |
| #michaels | Michaels | 77 | 76 | -1% | Hobby and Home |
| #ulta-beauty | Ulta Beauty | 80 | 83 | 4% | Personal Care and Accessories |
| #williams-sonoma | Bath & Body Works | 80 | 82 | 3% | Personal Care and Accessories |
| #sephora | Sephora | 80 | 80 | 0% | Personal Care and Accessories |
| #signet-jewelers | Signet Jewelers | 78 | 71 | -9% | Personal Care and Accessories |
| #pet-supplies-plus | Pet Supplies Plus | 82 | 84 | 2% | Pet Care |
| #petsmart | PetSmart | 80 | 80 | 0% | Pet Care |
| #petco | Petco | 79 | 76 | -4% | Pet Care |
| #dicks-sporting-goods | Dick’s Sporting Goods | 79 | 79 | 0% | Sporting Goods and Sports Apparel |
| #foot-locker | Foot Locker | 79 | 79 | 0% | Sporting Goods and Sports Apparel |
| #bass-pro-shops | Bass Pro Shops | 79 | 77 | -3% | Sporting Goods and Sports Apparel |
| #best-buy | Best Buy | 79 | 81 | 3% | Technology and Office |
| #staples | Staples | 78 | 78 | 0% | Technology and Office |
| #apple-store | Apple Store | 81 | 76 | -6% | Technology and Office |
| #gamestop | GameStop | 74 | 75 | 1% | Technology and Office |
| #belk | ODP (Office Depot, OfficeMax) | 75 | 73 | -3% | Technology and Office |
| All Others | 79 | 79 | 0% | Other Companies |
NM = Not Measured
NA = Not Available
Customer Experience Benchmarks Year-over-Year Industry Trends
| Benchmarks | 2024 | 2025 |
|---|---|---|
| Ease of pickup process | 87 | 86 |
| Accuracy of order fulfillment for pickup | 87 | 85 |
| Quality of mobile app | 85 | 84 |
| Website satisfaction | 83 | 84 |
| Convenience of store hours | 84 | 83 |
| Layout and cleanliness of store | 84 | 83 |
| Reliability of mobile app (minimal down time, crashes, lags) | 85 | 83 |
| Ability to provide brand names | 84 | 82 |
| Courtesy and helpfulness of staff | 83 | 82 |
| Speed of order readiness for pickup | 84 | 82 |
| Value of store credit card | 84 | 82 |
| Variety and selection of merchandise | 82 | 82 |
| Convenience of store location | 82 | 81 |
| Quality of membership benefits and discounts received | 82 | 81 |
| Availability of merchandise (inventory stocks) | 81 | 80 |
| Speed of checkout process | 82 | 80 |
| Call center satisfaction | 78 | 78 |
| Frequency of sales and promotions | 77 | 76 |
Industry averages are weighted by companies’ market shares.
2025 results based on data collected January – December 2024.