Specialty Retail Stores

The ACSI has nearly two decades of experience analyzing customer satisfaction with specialty retail chains serving the U.S. consumer market. Each year, the ACSI interviews hundreds of customers about their recent experiences shopping at 理财投资产品home improvement or office supply chains, clothing outlets, and other specialty retail stores. The customer survey data serve as inputs to ACSI’s proprietary model, which embeds customer satisfaction within a series of cause-and-effect relationships.

Specialty Retail Benchmarks »

ACSI Retail and Consumer Shipping Report 2020-2021 »

Specialty Retail Customer Experience Benchmarks

For specialty retailers, the ACSI captures customer opinions about critical elements of the shopping experience, including:

    • Store layout and cleanliness
    • Checkout speed
    • Staff courtesy and helpfulness
    • Store locations
    • Store hours
    • Sale and promotion frequency
    • Merchandise variety and selection
    • Ability to provide brand names
    • Merchandise availability
    • Quality of mobile app
    • Reliability of mobile app
    • Call center
    • Website

The ACSI Client Advantage

Specialty retail store industry clients can take advantage of ACSI's competitive and cross-industry benchmarking capabilities through two products: ACSI BenchmarkSM and ACSI DiagnosticSM.

ACSI clients gain access to specialty retail store industry data spanning close to two decades, with over 30 data points per year for the largest chains in the industry. Key metrics include customer expectations, customer perceptions about the value and quality of their actual experiences, customer complaints, and customer retention.

ACSI’s proprietary modeling helps clients gauge their own company’s performance in relation to industry peers and best-in-class companies in other industries. Specialty retail clients also access ACSI’s full array of customer experience benchmarks for their own industry as well as obtain actionable data for improving the customer experience.

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