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:
2023
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Companies:
29 major companies, plus aggregate of smaller stores
Satisfaction Benchmarks by Company
Specialty Retailers
| First Hidden Column | Company | 2022 | 2023 | % Change |
|---|---|---|---|---|
| 0 | Specialty Retailers | 77 | 79 | 3% |
| 1 | Bath & Body Works | NM | 82 | NA |
| 1 | Advance Auto Parts | 75 | 77 | 3% |
| 1 | Petco | 75 | 76 | 1% |
| 1 | Signet Jewelers | 73 | 77 | 5% |
| 1 | Staples | 75 | 75 | 0% |
| 1 | GameStop | 73 | 74 | 1% |
| 1 | TJX (HomeGoods) | 80 | 83 | 4% |
| 1 | Ulta Beauty | 78 | 81 | 4% |
| 1 | Williams-Sonoma | 74 | 79 | 7% |
| 1 | Abercrombie & Fitch | 75 | 79 | 5% |
| 1 | Ace Hardware | 75 | 80 | 7% |
| 1 | Apple Store | 76 | 81 | 7% |
| 1 | Gap | 76 | 80 | 5% |
| 1 | Home Depot | 76 | 78 | 3% |
| 1 | Lowe’s | 75 | 78 | 4% |
| 1 | ODP (Office Depot, OfficeMax) | 72 | 76 | 6% |
| 1 | O’Reilly Auto Parts | 77 | 78 | 1% |
| 1 | PetSmart | 76 | 80 | 5% |
| 1 | Sephora | 78 | 78 | 0% |
| 1 | Michaels | 76 | 77 | 1% |
| 1 | Hobby Lobby | 80 | 81 | 1% |
| 1 | Menards | 76 | 80 | 5% |
| 1 | Dick’s Sporting Goods | 75 | 77 | 3% |
| 1 | Foot Locker | 76 | 77 | 1% |
| 1 | American Eagle Outfitters | 74 | 83 | 12% |
| 1 | AutoZone | 73 | 75 | 3% |
| 1 | Bass Pro Shops | 79 | 80 | 1% |
| 1 | Bed Bath & Beyond | 76 | 78 | 3% |
| 1 | Best Buy | 76 | 79 | 4% |
| 1 | All Others | 78 | 79 | 1% |
2023 results based on data collected January – December 2022.
NM – Not measured NA – Not available
Specialty Retailer Benchmarks
Customer Experience Benchmarks Year-over-Year Industry Trends
| Benchmarks | 2022 | 2023 |
|---|---|---|
| Accuracy of order fulfillment for pickup | 84 | 85 |
| Ease of pickup process | 84 | 84 |
| Quality of mobile app | 82 | 83 |
| Speed of order readiness for pickup | 82 | 83 |
| Convenience of store hours | 81 | 82 |
| Courtesy and helpfulness of staff | 80 | 82 |
| Layout and cleanliness of store | 81 | 82 |
| Reliability of mobile app (minimal down time, crashes, lags) | 82 | 82 |
| Website satisfaction | 80 | 82 |
| Ability to provide brand names | 80 | 81 |
| Convenience of store location | 79 | 80 |
| Speed of checkout process | 79 | 80 |
| Variety and selection of merchandise | 79 | 80 |
| Availability of merchandise (inventory stocks) | 78 | 79 |
| Call center satisfaction | 76 | 79 |
| Frequency of sales and promotions | 74 | 76 |
Industry averages are weighted by companies’ market shares.