Pet Supplies Plus, Sam’s Club and Tractor Supply Receive Top Satisfaction Scores

American Customer Satisfaction Index (ACSI) Retail Holiday Previewindicates customer satisfaction for the retail sector as a whole is 78.5 out of 100. Sam’s Club, Pet Supplies Plus and Tractor Supply were among the leaders in their categories.

“In times of economic uncertainty, consumers are focused on finding the best deals, whether they’re shopping online or in-store,” said Forrest Morgeson, assistant professor of marketing at Michigan State University and director emeritus of research at Michigan State University. AXI. “Retailers that can provide both convenience and savings will be the ones that capture the most consumer dollars in the weeks ahead.”

Online sales are expected to grow 7% to 9.5% this holiday season, but consumer satisfaction in the overall online category received an aggregate score of 80.

Chewy had the highest satisfaction rate among online specialty retailers, with a score of 85. Amazon was in second place with a score of 83. The survey found that customers are satisfied with Chewy’s mobile app, service and product quality. Customers are loyal to the online brand. Similarly, Amazon’s score was higher due to its mobile app, website convenience, and product variety and availability.

Customer satisfaction with specialty retailers for general purchases was 79. Pet Supplies Plus received the highest satisfaction score of 86, followed by Tractor Supply’s 85 and beauty retailer Ulta’s 83.

Participants noted that they liked the politeness of the staff and quick checkout at Pet Supplies Plus, the cleanliness of the store and convenient pickup at Tractor Supply, and the “great shopping experience” at Ulta, which does a good job of integrating digital and physical shopping.

General merchandise retailers were the only ones to see an increase in customer satisfaction, up 1% to an ACSI score of 78. Sam’s Club leads the segment with a score of 85, followed by TJX and Macy’s, each with a score of 82.

Sam’s Club scores highly for its Scan and Go technology, which allows you to skip the line, and its Skip the Line technology, which speeds up your shopping experience. Budget-conscious shoppers also say they appreciate the value and quality of Sam’s Club products. TJX is also known for offering deep discounts on popular brands that appeal to consumers of all ages. Macy’s continues to be popular among older consumers who value in-store customer service.

Despite Sam’s Club’s high ratings, Walmart received a satisfaction rating of 73, as did Dollar General and Dollar Tree. Staples received the lowest score in the report, 70.

Below are other retailer satisfaction scores above 80.
Ace equipment: 83
Bath and body work: 82
Costco: 82
Hobby Lobby: 82
Best Buy: 81
JC Penney: 81
Sephora: 81

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