Bed Bath, Home Depot, Williams-Sonoma Top Home Customer Experience Index

All three retailers achieved a tie score of 80
December 20, 2016David Gill

ForeSeelogo3x2ANN ARBOR, Mich.-Bed Bath & Beyond, Home Depot and Williams-Sonoma tied for number one among home retailers in a survey of retail customer experiences conducted by analytics provider ForeSee.

All three retailers achieved a score of 80 in the 2016 ForeSee Experience Index, “generally considered the threshold of excellence” of customer experience, according to a statement from ForeSee. Over time, Home Depot has shown the most improvement in this measure, scoring 69 when the study was conducted in 2008. Also high on the home goods retailer list were Lowe’s at 79 and Wayfair at 76.

Among retailers of all products, Amazon was number one with a customer experience score of 85, however it did not make the top home list. But Amazon was a standard setter in customer experience for those shoppers who participated in the survey. Eighty-five percent of the responding shoppers said they had shopped on Amazon in the past year, 59 percent said they shop on Amazon at least once a month and 60 percent said they would like to see Amazon open more stores.

The participating consumers also identified the key drivers in retail customer experience, with 72 percent mentioning price, 52 percent citing the offering and appeal of the merchandise, 16 percent tabbing service and 4 percent mentioning store environment. For shoppers who have had a “great” experience with a retailer, 50 percent are more likely to make a purchase from the retailer’s store, 75 percent are more likely to shop on another channel with that retailer, 60 percent are more likely to shop at the retailer to buy similar merchandise again and 74 percent are more likely to recommend that retailer to family, a friend or a colleague.

David GillDavid Gill | Senior Editor
dgill@hfnmag.com

David Gill covers home textiles, small electrics housewares, personal-care products, cleaning products, mattresses, consumer electronics and major appliances. He also reports on retailers and writes about the business and financial side of both vendors and retailers. He has more than 30 years of experience in business journalism, and has worked for other publications and websites that cover consumer products from both the manufacturer and retailer sides. His outside interests include sports (he is a big fan of the New York teams and of British soccer), cooking, movies and theater. He occasionally enjoys a good cigar as well.

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