Americans Love Nordstrom, Costco and Amazon, And Then There’s Wal-Mart …

Americans Love Nordstrom, Costco and Amazon, And Then There’s Wal-Mart … Photo (cc) by sunchild123

Wal-Mart could learn a thing or two about customer satisfaction from fellow retailers Nordstrom, Costco and Amazon.

According to the recently released American Customer Satisfaction Index retail report, while Washington-headquartered retailers Amazon, Nordstrom and Costco, received top marks from customers, Wal-Mart ranked dead last in all three of the retail categories (discount stores, supermarkets and health/personal care) that included the superstore giant.

Overall, consumers reported more pleasing shopping experiences at e-tailers versus brick-and-mortar retailers. On a scale of 0 to 100, the retail shopping experience earned 78.6 points, down 1.4 percentage points from 2013. The report explained:

Higher prices contribute to the downturn, with the strongest impact on retailers that sell nondiscretionary products. Rising cost of food and staples creates challenges for supermarkets and drug stores, while department stores and specialty retailers are less affected.

In contrast, e-tailer satisfaction increased 5.1 percentage points to 82 in 2014.

Internet retailers rebound from 2013 when winter storms and a surge in online shopping caused widespread delivery delays. As online sales reached record levels this holiday season, retailers and shippers were better prepared and there were far fewer incidents with delivery.

Here are the retail’s best and worst retail performers, based on customer satisfaction:

  • Department and discount stores. Nordstrom earned 77 points out of 100 (no change from 2013). Wal-Mart 68 (-4 percent).
  • Specialty retail stores. Costco 84 (no change). Gap 75 (-3 percent).
  • Supermarkets. Wegmans and Trader Joe’s 85 (tie). Wal-Mart 71 (-1 percent).
  • Health and personal care stores. Kroger 81. Wal-Mart 68.
  • Internet retail. Amazon 86 (-2 percent). Overstock 77 (-3 percent).

Which retailer was your favorite (or least favorite) in 2014? Share your comments and customer experiences below or on our Facebook page.

One way or another, there’s no avoiding grocery shopping. Watch this video with loads of tips to save money on food:

Popular Articles

27 Money-Saving Ways to Use Vinegar in Every Room of Your Home
27 Money-Saving Ways to Use Vinegar in Every Room of Your Home

Vinegar is arguably the most versatile product in your house. If you aren’t using it for all of these purposes, you’re probably wasting money.

5 Ways to Keep Your Aging Brain Sharp
5 Ways to Keep Your Aging Brain Sharp

Forget young at heart — science says these tricks will keep you young in mind.

8 Reasons You Need to Stay Fit After Age 50
8 Reasons You Need to Stay Fit After Age 50

The benefits are huge when you make exercise part of your life as you age. Saving money is just one reason to get started.

View this page without ads

Help us produce more money-saving articles and videos by subscribing to a membership.

Get Started

Comments

959 Active Deals

More Deals