
As the holiday season approaches, retailers are gearing up for increased consumer spending. Despite economic uncertainty, consumer focus remains on finding great deals both online and in stores. The latest American Customer Satisfaction Index (ACSI) data highlights the retailers excelling in customer satisfaction and likely to benefit from holiday spending.
Retail sales have risen for three consecutive months, with holiday spending projected to reach between $979.5 billion and $989 billion, a 2.5% to 3.5% increase from last year. Year-to-date, customer satisfaction with the retail sector is 78.6 out of 100, and those prioritizing discounting and omnichannel shopping are seeing the strongest results.
Top Performers in Online Retail
E-commerce is set to grow by 7% to 9.5% this holiday season, with Chewy, Amazon, and Best Buy leading in customer satisfaction. Chewy, with an ACSI score of 85, stands out in the specialty segment due to its reliable app, quality service, and loyal customer base. Amazon follows closely in the multimarket category, while Best Buy leads in technology and office, balancing quality with value.
Leaders in Brick-and-Mortar Retail
Pet Supplies Plus tops specialty retail with a score of 86, credited for helpful staff and efficient checkout. Tractor Supply Company is highly rated for its convenient locations and excellent in-store experience, attracting younger customers through popular brands and AI-enhanced operations. Meanwhile, American Eagle Outfitters and O’Reilly Auto Parts continue to perform well, albeit with minor declines since January.
General Merchandise Retailers
Sam’s Club has surged past competitors like Costco, leading with a score of 85 in the warehouse category. Its fast checkout and convenient in-store pickup options, plus tech innovations, give it an edge. TJX (Marshalls, TJ Maxx) attracts budget-conscious consumers, particularly Gen Z, by offering affordable yet quality clothing. Target also appeals to price-sensitive shoppers with significant discounts and a new budget-friendly line.
The ACSI Retail Holiday Preview results, based on over 25,000 surveys conducted from January to September 2024, suggest that this holiday season will favor retailers who combine convenience and savings to attract consumers.
The American Customer Satisfaction Index, in operation for over 25 years, measures satisfaction across 400 companies in various industries, providing a robust indicator of consumer preferences. For further details, visit theacsi.org.