Who Has the Worst Retail Customer Service?

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The American Consumer Satisfaction Index says who treats customers most poorly.

Average customer service is at an all-time high, according to 24/7 Wall St. But by definition, an average means some are below it.

But even the worst are not that much below average, though that’s not to say bad experiences don’t happen at all of them. (Or even the best places.) Retailers in the most recent American Consumer Satisfaction Index had an average score of 76.6 out of 100. Here’s the list of the lowest scores…

9. Walgreens 76
8. TJX Companies (TJ Maxx, Marshalls) 76
7. The Gap (including Banana Republic and Old Navy) – 76
6. Supervalu (Albertson’s, Save-A-Lot) – 76
5.  Sears (including K-Mart) 75
4. CVS 75
3. Safeway 75
2. Netflix 75
1. Walmart 71

Most of the results are unsurprising compared to previous surveys. This is the fifth year in a row that Gap has received a below-average score. Sears and CVS  have typically had lower scores than their rivals, and Walmart “has been the lowest-rated department or discount store in the nation every year between 2007 through 2012,” according to 24/7 Wall St.

The exception is Netflix, which scored below the average of online retailers (82) this time when it usually is above average. The reason may be lingering resentment over the decision to split its rental and streaming services (they backpedaled on that) and a change in pricing.

The ASCI surveys roughly 70,000 people every year about more than 230 companies.


Stacy Johnson

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