Customer Satisfaction Lowest at Wal-Mart, Highest at Nordstrom and Amazon

Retail

Published: February 18, 2015 2:05 pm

Last Updated: April 27, 2020 7:53 pm

The American Customer Satisfaction Index (ACSI) for retail stores and websites was published on Wednesday, and the surprising thing is how thoroughly Wal-Mart Stores Inc. (NYSE: WMT) is disliked. Excepting its Sam’s Club stores in the specialty retail group, Wal-Mart stores finished last in every category for which the stores were eligible. Sort of a reverse sweep.

In the department and discount story category, Nordstrom Inc. (NYSE: JWN) took the top spot with a year-over-year gain of 4% to an ACSI score of 86. Target Inc. (NYSE: TGT) also improved by 4% in this category as memories of its credit card security issue faded. Wal-Mart finished with an ACSI score of 68, tied for last and down 4% from a year ago.

Among specialty retailers the top choice was Costco Wholesale Corp. (NASDAQ: COST) with an ACSI score of 84. Not far behind was L Brands Inc. (NYSE: LB), which operates the Victoria’s Secret and Bath & Body Works stores. Sam’s Club scored a respectable 80 while Gap Inc. (NYSE: GPS) finished at the bottom with a score of 75. Lowe’s Companies Inc. (NYSE: LOW) handily outscored larger rival Home Depot Inc. (NYSE: HD) with an ACSI score of 81 to Home Depot’s 76.

Among supermarkets, Wegmans and Trader Joe’s led with an ACSI score of 85, and Wal-Mart was last again with a score of 71. Whole Foods Markets Inc. (NASDAQ: WFM) scored 81, the highest among publicly traded supermarkets.

Kroger Inc. (NYSE: KR) led health and personal care stores with an ACSI score of 81. Wal-Mart again finished dead, clinking last with a score of 68, well below the 75 posted by the next-lowest store, CVS Health Corp. (NYSE: CVS).

The leading Internet retailer was Amazon.com Inc. (NASDAQ: AMZN) with an ACSI score of 86, tying with Nordstrom for the highest score among all types of retailers. The lowest rated seller here is Overstock.com Inc. (NASDAQ: OSTK) with a score of 77.

ACSI noted some general trends among retailers:

The only group of brick-and-mortar stores not see a year-over-year decline in customer satisfaction was the department and discount store group.
Satisfaction with specialty retailers fell by 1.3%.
Supermarkets saw a drop of 2.6% in their overall ACSI score, likely as a result of higher food prices.
Satisfaction with health and personal care stores slipped 2.5%.
Internet retail posted an overall satisfaction score increase of 5.1%, which ACSI attributes to gains in satisfaction with the online business of brick-and-mortar retailers.

ALSO READ: Wal-Mart, Sears Most ‘Liked’ Retailers

Cash Back Credit Cards Have Never Been This Good

Credit card companies are at war, handing out free rewards and benefits to win the best customers. A good cash back card can be worth thousands of dollars a year in free money, not to mention other perks like travel, insurance, and access to fancy lounges. See our top picks for the best credit cards today. You won’t want to miss some of these offers.

Flywheel Publishing has partnered with CardRatings for our coverage of credit card products. Flywheel Publishing and CardRatings may receive a commission from card issuers.