There’s no need to guess which brands consumers prefer. The American Customer Satisfaction Index Retail Report 2017, released in February, provides proof.
Overall, supermarkets and health and personal care stores have risen a point in customer satisfaction since the previous year. Department and discount stores, in addition to specialty retail, went the opposite direction.
To drill down further, Publix rose to the highest customer satisfaction score of any company in the retail category. Trader Joe’s and Whole Foods Market remained high, and Walmart’s grocery remained low.
In health and personal care, Kmart pharmacies and Kroger were tops, followed by CVS, then a tie between Walgreens and Rite Aid, then Walmart.
Costco bested both Sam’s Club and BJ’s in department and discount stores; Target dropped a couple of points. Dollar Tree also dropped, but still ranked higher than Dollar General.
Lowe’s beat out The Home Depot in 2017 in the specialty retail category; they were in opposite places the previous year.
The study was based on more than 50,000 customer surveys collected throughout 2017.
OLIVIER LE MOAL/SHUTTERSTOCK.COM