Bed Bath, Home Depot, Williams-Sonoma Top Home Customer Experience Index
December 20, 2016,
ANN 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.