Specialty Retailers
Powerful insights and competitive analysis through cross-industry benchmarking
Benchmark with competitors and best-in-class companies alike via ACSI’s unique structure.
SPECIALTY
RETAILERS
Retailers specializing in spaces like home improvement, clothing, electronics, office supplies, and pet supplies gain access to two decades of industry data and expertise for both competitive and best-in-class insights.
At a glance:
Specialty Retailers
- Inaugural year:
2001
- Updated:
annually
- Most recent data:
2026
- Companies:
28 major companies, plus aggregate of smaller stores
Speciality Retailers
Satisfaction Benchmarks by Company
| Anchor Link | Company | 2025 | 2026 | % Change | Retail Industry |
|---|---|---|---|---|---|
| Specialty Retailers | 79 | 80 | 1% | Overall | |
| #gap | Gap | 78 | 77 | -1% | Apparel |
| #hm | H&M | NA | 77 | NA | Apparel |
| #american-eagle-outfitters | American Eagle Outfitters | 78 | 74 | -5% | Apparel |
| #autozone | AutoZone | 77 | 79 | 3% | Automotive |
| #oreilly-auto-parts | O’Reilly Auto Parts | 81 | 76 | -6% | Automotive |
| #advance-auto-parts | Advance Auto Parts | 77 | 75 | -3% | Automotive |
| #home-depot | Home Depot | 80 | 81 | 1% | Hardware and Home Improvement |
| #lowes | Lowe’s | 79 | 81 | 3% | Hardware and Home Improvement |
| #menards | Menards | 83 | 81 | -2% | Hardware and Home Improvement |
| #ace-hardware | Ace Hardware | 83 | 80 | -4% | Hardware and Home Improvement |
| #tractor-supply-company | Tractor Supply Company | NA | 80 | NA | Hardware and Home Improvement |
| #hobby-lobby | Hobby Lobby | 81 | 79 | -2% | Hobby and Home |
| #michaels | Michaels | 76 | 79 | 4% | Hobby and Home |
| #tjx-homegoods | TJX (HomeGoods) | 79 | 79 | 0% | Hobby and Home |
| #bath-body-works | Bath & Body Works | 82 | 80 | -2% | Personal Care and Accessories |
| #ulta-beauty | Ulta Beauty | 83 | 80 | -4% | Personal Care and Accessories |
| #sephora | Sephora | 80 | 78 | -3% | Personal Care and Accessories |
| #signet-jewelers | Signet Jewelers | 71 | 74 | 4% | Personal Care and Accessories |
| #petsmart | PetSmart | 80 | 79 | -1% | Pet Care |
| #pet-supplies-plus | Pet Supplies Plus | 84 | 79 | -6% | Pet Care |
| #petco | Petco | 76 | 76 | 0% | Pet Care |
| #foot-locker | Foot Locker | 79 | 80 | 1% | Sporting Goods and Sports Apparel |
| #bass-pro-shops | Bass Pro Shops | 77 | 78 | 1% | Sporting Goods and Sports Apparel |
| #dicks-sporting-goods | Dick’s Sporting Goods | 79 | 78 | -1% | Sporting Goods and Sports Apparel |
| #belk | ODP (Office Depot, OfficeMax) | 73 | 81 | 11% | Technology and Office |
| #apple-store | Apple Store | 76 | 79 | 4% | Technology and Office |
| #best-buy | Best Buy | 81 | 78 | -4% | Technology and Office |
| #staples | Staples | 78 | 75 | -4% | Technology and Office |
| All Others | 79 | 80 | 1% | Other Companies |
NA = Not Available
Customer Experience Benchmarks Year-over-Year Industry Trends
| Benchmarks | 2025 | 2026 |
|---|---|---|
| Ease of pickup process | 86 | 87 |
| Accuracy of order fulfillment for pickup | 85 | 86 |
| Quality of mobile app | 84 | 85 |
| Reliability of mobile app (minimal down time, crashes, lags) | 83 | 85 |
| Website satisfaction | 84 | 85 |
| Ability to provide brand names | 82 | 84 |
| Convenience of store hours | 83 | 84 |
| Layout and cleanliness of store | 83 | 84 |
| Speed of order readiness for pickup | 82 | 84 |
| Convenience of store location | 81 | 83 |
| Courtesy and helpfulness of staff | 82 | 83 |
| Quality of membership benefits and discounts received | 81 | 83 |
| Value of store credit card | 82 | 83 |
| Variety and selection of merchandise | 82 | 83 |
| Availability of merchandise (inventory stocks) | 80 | 82 |
| Call center satisfaction | 78 | 81 |
| Speed of checkout process | 80 | 81 |
| Frequency of sales and promotions | 76 | 77 |
Industry averages are weighted by companies’ market shares.
2026 results based on data collected January – December 2025.