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:
2024
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Companies:
31 major companies, plus aggregate of smaller stores
Speciality Retailers
Satisfaction Benchmarks by Company
| Anchor Link | Company | 2023 | 2024 | % Change | Retail Industry |
|---|---|---|---|---|---|
| Specialty Retailers | 79 | 79 | 0% | Overall | |
| #american-eagle-outfitters | American Eagle Outfitters | 83 | 81 | -2% | Apparel |
| #gap | Gap | 80 | 79 | -1% | Apparel |
| #abercrombie-fitch | Abercrombie & Fitch | 79 | 78 | -1% | Apparel |
| #oreilly-auto-parts | O’Reilly Auto Parts | 78 | 82 | 5% | Automotive |
| #autozone | AutoZone | 75 | 79 | 5% | Automotive |
| #advance-auto-parts | Advance Auto Parts | 77 | 78 | 1% | Automotive |
| #ace-hardware | Ace Hardware | 80 | 82 | 3% | Hardware and Home Improvement |
| #tractor-supply-company | Tractor Supply Company | NM | 82 | NA | Hardware and Home Improvement |
| #menards | Menards | 80 | 81 | 1% | Hardware and Home Improvement |
| #home-depot | Home Depot | 78 | 80 | 3% | Hardware and Home Improvement |
| #lowes | Lowe’s | 78 | 79 | 1% | Hardware and Home Improvement |
| #hobby-lobby | Hobby Lobby | 81 | 80 | -1% | Hobby and Home |
| #tjx-homegoods | TJX (HomeGoods) | 83 | 79 | -5% | Hobby and Home |
| #williams-sonoma | Williams-Sonoma | 79 | 78 | -1% | Hobby and Home |
| #michaels | Michaels | 77 | 77 | 0% | Hobby and Home |
| #joann | Joann | NM | 76 | NA | Hobby and Home |
| #bath-body-works | Bath & Body Works | 82 | 80 | -2% | Personal Care and Accessories |
| #sephora | Sephora | 78 | 80 | 3% | Personal Care and Accessories |
| #ulta-beauty | Ulta Beauty | 81 | 80 | -1% | Personal Care and Accessories |
| #signet-jewelers | Signet Jewelers | 77 | 78 | 1% | Personal Care and Accessories |
| #pet-supplies-plus | Pet Supplies Plus | NM | 82 | NA | Pet Care |
| #petsmart | PetSmart | 80 | 80 | 0% | Pet Care |
| #petco | Petco | 76 | 79 | 4% | Pet Care |
| #bass-pro-shops | Bass Pro Shops | 80 | 79 | -1% | Sporting Goods and Sports Apparel |
| #dicks-sporting-goods | Dick’s Sporting Goods | 77 | 79 | 3% | Sporting Goods and Sports Apparel |
| #foot-locker | Foot Locker | 77 | 79 | 3% | Sporting Goods and Sports Apparel |
| #apple-store | Apple Store | 81 | 81 | 0% | Technology and Office |
| #best-buy | Best Buy | 79 | 79 | 0% | Technology and Office |
| #staples | Staples | 75 | 78 | 4% | Technology and Office |
| #belk | ODP (Office Depot, OfficeMax) | 76 | 75 | -1% | Technology and Office |
| #gamestop | GameStop | 74 | 74 | 0% | 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 | 2023 | 2024 |
|---|---|---|
| Accuracy of order fulfillment for pickup | 85 | 87 |
| Ease of pickup process | 84 | 87 |
| Quality of mobile app | 83 | 85 |
| Reliability of mobile app (minimal down time, crashes, lags) | 82 | 85 |
| Ability to provide brand names | 81 | 84 |
| Convenience of store hours | 82 | 84 |
| Layout and cleanliness of store | 82 | 84 |
| Speed of order readiness for pickup | 83 | 84 |
| Value of store credit card | 82 | 84 |
| Courtesy and helpfulness of staff | 82 | 83 |
| Website satisfaction | 82 | 83 |
| Convenience of store location | 80 | 82 |
| Quality of membership benefits and discounts received | 82 | 82 |
| Speed of checkout process | 80 | 82 |
| Variety and selection of merchandise | 80 | 82 |
| Availability of merchandise (inventory stocks) | 79 | 81 |
| Call center satisfaction | 79 | 78 |
| Frequency of sales and promotions | 76 | 77 |
Industry averages are weighted by companies’ market shares.
2024 results based on data collected January – December 2023.