March 6, 2017
Each year the American Customer Satisfaction Index (ACSI) interviews roughly 70,000 U.S. consumers to assess their satisfaction with a wide variety of industries, companies, products and services. Last week ACSI released their 2016 findings, revealing that for the second year in a row, respondents rated Internet Retail superior to other channels. Also known as “E-commerce,” this distribution channel earned a score of 83 (out of 100) in 2016 – up 3 points compared to 2015.
With an overall score of 80, Specialty Retail Stores ranked number-two for the second year in a row, also improving 3 points year over year. Three channels earned a rating of 78, resulting in a three-way tie for third place: Department & Discount Stores (up 4 points); Health & Personal Care Stores (up 5 points); and Supermarkets (also up 5 points). The other channel measured, Gasoline Stations, managed a one-point year-over-year improvement and a score of 76.
Consumers gave E-Commerce its highest mark (88) for “ease of checkout and payment process.” On three additional attributes the channel scored 85: “ease of navigation,” “usefulness of product images” and “variety and selection of merchandise.” Amazon outpaced all other online retailers monitored, and the Internet Retail sector as a whole, improving its rating 3 points to 86. Four other online retailers scored big gains vs. 2015. Tech-focused Newegg improved 4 points to 83; Ebay and Overstock both gained 6 points to score 81 and 79, respectively; and Netflix picked up 3 points to tally 79.
The Specialty Retail Store channel earned its highest marks (83) on the attributes of “courtesy and helpfulness of staff” and “layout and cleanliness of stores.” Nine chains scored 80 points or more, with Costco leading the pack at 83. Three chains were rated at 81: Barnes & Noble, L Brands’ Victoria’s Secret and Bath & Body Works and Sam’s Club; and five scored 80: AutoZone, GameStop, Home Depot, Staples and TJX.
Dillard’s (83) and JC Penny (82) led Department & Discount stores – a sector whose key strength is “convenient store locations and hours.” Health & Personal Care stores also count convenient locations and hours as their most appealing attribute (86), plus “quality pharmacy services” and “store layout and cleanliness” (84). This sector’s leading scorers – Kmart (84) and Albertsons (83) – markedly improved compared to year-ago.
Most appealing for Supermarkets is the location, hours, layout and cleanliness of stores, plus the helpfulness of store staff. A differentiating attribute for this channel is the “freshness and quality of meat and produce.” Six chains beat the 80-point threshold: Trader Joe’s (86); Aldi, HEB, Wegmans (83); and Whole Foods (+8 points to 81).
Americans expressed highest satisfaction with television and video players (87), followed by soft drinks (84). In contrast, they expressed much less satisfaction with internet service providers (64), subscription television service (65) and municipal utilities (68).
This summary is provided by Butcher Block Co. – an online store specializing in kitchen countertops, furniture, equipment and accessories.
For more information, please visit Butcher Block Co.
Name: Kathleen Grodsky
Organization: Butcher Block Co.
Address: 10448 N 21st Pl Phoenix, Arizona 85028
Phone: (877) 845-5597