ICC/Decision Services visited over 50 retailers across the categories of apparel, department store, electronics, home improvement, toy, specialty and sporting goods to measure their readiness for the holiday season. From October 26 through November 18, 2010, ICC/Decision Services conducted 1621 nationwide store visits to assess how prepared retailers were for the holiday season.
| Service | Selling | ||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Retailer | Total Score | Service Score | Greeted | Fitting Rooms | Register Wait | Thanked | Selling Score | Needs | Promotions | Suggestions | Follow Up | Credit Card | Shops |
| Apparel | |||||||||||||
| Delias | 85.7 | 97.5 | 92.9 | 100.0 | 0.2 | 100.0 | 74.2 | 86.7 | 80.0 | 73.3 | 56.7 | N/A | 30 |
| Charlotte Russe | 79.2 | 91.4 | 84.6 | 96.7 | 1.0 | 93.3 | 67.5 | 80.0 | 73.3 | 73.3 | 43.3 | N/A | 30 |
| Coldwater Creek | 79.1 | 92.2 | 76.0 | 100.0 | 1.0 | 100.0 | 66.7 | 80.0 | 70.0 | 56.7 | 60.0 | N/A | 30 |
| Burberry | 78.8 | 90.8 | 80.0 | 90.0 | 0.1 | 96.7 | 66.7 | 90.0 | 36.7 | 70.0 | 70.0 | N/A | 30 |
| Victorias Secret | 77.0 | 88.3 | 83.3 | 90.0 | 1.2 | 96.7 | 68.0 | 96.7 | 73.3 | 66.7 | 66.7 | 36.7 | 30 |
| Lane Bryant | 76.1 | 91.5 | 85.7 | 100.0 | 0.5 | 93.3 | 64.0 | 86.7 | 63.3 | 73.3 | 50.0 | 46.7 | 30 |
| Aeropostale | 75.2 | 95.8 | 96.4 | 96.7 | 0.5 | 96.7 | 55.0 | 70.0 | 66.7 | 50.0 | 33.3 | N/A | 30 |
| Chicos | 75.0 | 87.9 | 92.3 | 86.7 | 0.6 | 86.7 | 62.5 | 83.3 | 63.3 | 53.3 | 50.0 | N/A | 30 |
| American Eagle | 73.0 | 91.3 | 76.0 | 96.7 | 0.4 | 100.0 | 58.8 | 86.7 | 80.0 | 53.3 | 36.7 | 35.7 | 30 |
| Brooks Brothers | 68.3 | 93.0 | 80.0 | 96.7 | 0.1 | 93.3 | 49.3 | 70.0 | 43.3 | 56.7 | 46.7 | 30.0 | 30 |
| Eddie Bauer | 68.3 | 89.8 | 82.1 | 93.3 | 1.0 | 96.7 | 51.3 | 70.0 | 76.7 | 73.3 | 30.0 | 6.7 | 30 |
| Buckle | 68.0 | 88.2 | 79.3 | 83.3 | 0.3 | 96.7 | 52.0 | 83.3 | 43.3 | 76.7 | 46.7 | 10.0 | 30 |
| Dress Barn | 67.5 | 87.1 | 57.7 | 100.0 | 1.0 | 100.0 | 52.3 | 73.3 | 56.7 | 50.0 | 36.7 | 44.8 | 30 |
| Ann Taylor | 66.5 | 94.8 | 84.6 | 100.0 | 0.2 | 100.0 | 44.7 | 56.7 | 53.3 | 46.7 | 40.0 | 26.7 | 30 |
| Gap | 66.0 | 89.3 | 81.8 | 93.3 | 1.1 | 100.0 | 48.7 | 66.7 | 60.0 | 43.3 | 36.7 | 36.7 | 30 |
| The Limited | 65.9 | 87.2 | 74.1 | 93.3 | 1.2 | 96.7 | 49.3 | 66.7 | 53.3 | 50.0 | 40.0 | 36.7 | 30 |
| Wet Seal | 64.9 | 82.0 | 81.0 | 86.7 | 1.4 | 86.7 | 49.2 | 53.3 | 56.7 | 53.3 | 33.3 | N/A | 30 |
| Banana Republic | 63.6 | 81.6 | 66.7 | 80.0 | 1.2 | 93.3 | 50.0 | 60.0 | 63.3 | 36.7 | 43.3 | 46.7 | 30 |
| J. Crew | 62.9 | 89.5 | 75.0 | 83.3 | 0.3 | 96.7 | 42.7 | 63.3 | 43.3 | 50.0 | 43.3 | 13.3 | 30 |
| Express | 61.8 | 88.9 | 81.5 | 96.7 | 1.1 | 90.0 | 40.7 | 73.3 | 46.7 | 50.0 | 23.3 | 10.0 | 30 |
| Hot Topic | 61.4 | 87.1 | 84.6 | 83.3 | 1.2 | 96.7 | 36.7 | 50.0 | 43.3 | 33.3 | 20.0 | N/A | 30 |
| Polo Ralph Lauren | 59.8 | 89.5 | 83.3 | 96.7 | 1.0 | 93.3 | 37.3 | 60.0 | 26.7 | 46.7 | 50.0 | 3.3 | 30 |
| Urban Outfitters | 59.3 | 87.1 | 76.9 | 93.3 | 1.2 | 96.7 | 32.5 | 50.0 | 26.7 | 16.7 | 36.7 | N/A | 30 |
| PacSun | 58.3 | 87.9 | 73.1 | 83.3 | 0.2 | 96.7 | 35.3 | 56.7 | 40.0 | 46.7 | 33.3 | 0.0 | 30 |
| Abercrombie and Fitch | 56.0 | 86.6 | 82.8 | 93.3 | 1.4 | 96.7 | 31.5 | 53.3 | 30.0 | 43.3 | 30.0 | 0.0 | 30 |
| New York And Company | 55.8 | 81.8 | 60.0 | 93.3 | 2.5 | 96.7 | 36.7 | 50.0 | 43.3 | 30.0 | 20.0 | 40.0 | 30 |
| Old Navy | 54.2 | 75.9 | 63.6 | 86.7 | 2.5 | 96.7 | 38.0 | 66.7 | 53.3 | 20.0 | 13.3 | 36.7 | 30 |
| American Apparel | 52.8 | 84.7 | 76.2 | 93.3 | 1.4 | 86.7 | 23.3 | 50.0 | 6.7 | 20.0 | 16.7 | N/A | 30 |
| Forever 21 | 51.1 | 79.8 | 52.6 | 86.7 | 1.4 | 86.7 | 25.0 | 50.0 | 10.0 | 16.7 | 23.3 | N/A | 30 |
| Category Average | 66.6 | 88.2 | 78.1 | 92.2 | 0.9 | 95.2 | 48.6 | 68.4 | 51.1 | 49.3 | 39.0 | 25.6 | 870 |
| Department Stores | |||||||||||||
| Nordstrom | 64.8 | 85.1 | 58.3 | 90.0 | 0.4 | 96.7 | 49.3 | 70.0 | 46.7 | 60.0 | 46.7 | 23.3 | 30 |
| Macys | 55.8 | 80.7 | 52.6 | 83.3 | 1.1 | 93.3 | 37.6 | 66.7 | 36.7 | 30.0 | 13.3 | 41.4 | 30 |
| J. C. Penny | 54.6 | 80.9 | 55.0 | 76.7 | 1.4 | 96.7 | 35.3 | 46.7 | 50.0 | 23.3 | 6.7 | 50.0 | 30 |
| Sears | 50.3 | 72.4 | 50.0 | N/A | 1.5 | 86.7 | 36.1 | 43.3 | 50.0 | 20.0 | N/A | 31.0 | 30 |
| Kohls | 41.5 | 70.0 | 40.0 | 53.3 | 1.3 | 96.7 | 20.7 | 30.0 | 13.3 | 13.3 | 0.0 | 46.7 | 30 |
| Category Average | 53.4 | 77.8 | 51.2 | 75.8 | 1.1 | 94.0 | 35.8 | 51.3 | 39.3 | 29.3 | 16.7 | 38.5 | 150 |
| Electronics | |||||||||||||
| GameStop | 71.6 | 82.6 | 65.4 | N/A | 1.1 | 96.7 | 61.1 | 86.7 | 43.3 | 53.3 | N/A | N/A | 30 |
| RadioShack | 70.2 | 91.0 | 72.4 | N/A | 0.1 | 100.0 | 54.6 | 93.3 | 56.7 | 63.3 | N/A | 3.4 | 30 |
| Best Buy | 58.9 | 93.1 | 88.9 | N/A | 1.0 | 96.7 | 34.2 | 76.7 | 20.0 | 23.3 | N/A | 16.7 | 30 |
| Category Average | 66.9 | 88.9 | 75.6 | N/A | 0.7 | 97.8 | 50.0 | 85.6 | 40.0 | 46.6 | N/A | 10.1 | 90 |
| Home Improvement | |||||||||||||
| Home Depot | 58.3 | 85.7 | 66.7 | N/A | 0.6 | 90.0 | 39.2 | 90.0 | 20.0 | 40.0 | N/A | 6.7 | 30 |
| Lowes | 53.0 | 84.0 | 76.2 | N/A | 1.2 | 96.7 | 31.9 | 73.3 | 16.7 | 30.0 | N/A | 6.9 | 30 |
| Category Average | 55.6 | 84.8 | 71.4 | N/A | 0.9 | 93.3 | 35.6 | 81.7 | 18.4 | 35.0 | N/A | 6.8 | 60 |
| Off Price | |||||||||||||
| Ross Stores | 41.3 | 72.7 | 80.0 | 73.3 | 4.2 | 93.3 | 12.5 | 33.3 | 3.3 | 6.7 | 6.7 | N/A | 30 |
| Burlington Coat Factory | 38.8 | 69.2 | 14.3 | 80.0 | 3.4 | 90.0 | 12.5 | 33.3 | 6.7 | 3.3 | 6.7 | N/A | 30 |
| TJ Maxx | 38.0 | 71.7 | 31.3 | 80.0 | 2.2 | 93.3 | 14.1 | 23.3 | 6.7 | 10.0 | 3.3 | 27.6 | 30 |
| Category Average | 39.4 | 71.2 | 41.9 | 77.8 | 3.3 | 92.2 | 13.0 | 30.0 | 5.6 | 6.7 | 5.6 | 27.6 | 90 |
| Office | |||||||||||||
| Staples | 63.9 | 85.4 | 54.5 | N/A | 0.4 | 96.7 | 49.2 | 70.0 | 60.0 | 56.7 | N/A | 10.0 | 30 |
| Office Depot | 58.9 | 91.0 | 88.9 | N/A | 0.5 | 93.3 | 37.8 | 63.3 | 40.0 | 36.7 | N/A | 10.3 | 30 |
| Office Max | 57.4 | 74.2 | 55.2 | N/A | 1.4 | 96.7 | 45.0 | 86.7 | 36.7 | 50.0 | N/A | 6.7 | 30 |
| Category Average | 60.1 | 83.5 | 66.2 | N/A | 0.8 | 95.6 | 44.0 | 73.3 | 45.6 | 47.8 | N/A | 9.0 | 90 |
| Specialty | |||||||||||||
| Yankee Candle | 92.8 | 97.8 | 96.7 | N/A | 0.2 | 100.0 | 87.8 | 93.3 | 83.3 | 86.7 | N/A | N/A | 30 |
| Bath and Body Works | 84.4 | 88.8 | 79.3 | N/A | 1.0 | 100.0 | 80.0 | 80.0 | 86.7 | 73.3 | N/A | N/A | 30 |
| Build-A-Bear | 77.2 | 92.3 | 82.8 | N/A | 0.3 | 100.0 | 62.4 | 77.4 | 54.8 | 54.8 | N/A | N/A | 31 |
| Sephora | 74.2 | 87.5 | 82.1 | N/A | 1.1 | 93.3 | 61.1 | 83.3 | 36.7 | 63.3 | N/A | N/A | 30 |
| Category Average | 82.1 | 91.6 | 85.2 | N/A | 0.7 | 98.3 | 72.8 | 83.5 | 65.4 | 69.5 | N/A | N/A | 121 |
| Sporting Goods | |||||||||||||
| The Sports Authority | 55.9 | 90.5 | 75.0 | N/A | 0.5 | 96.7 | 31.4 | 60.0 | 30.0 | 30.0 | N/A | 3.6 | 30 |
| Dicks Sporting Goods | 55.3 | 82.6 | 69.2 | N/A | 1.2 | 90.0 | 35.8 | 76.7 | 30.0 | 30.0 | N/A | 6.7 | 30 |
| Category Average | 55.6 | 86.5 | 72.1 | N/A | 0.9 | 93.3 | 33.6 | 68.3 | 30.0 | 30.0 | N/A | 5.1 | 60 |
| Toys | |||||||||||||
| Toys R Us | 51.6 | 76.4 | 41.7 | N/A | 2.3 | 90.0 | 36.4 | 53.3 | 50.0 | 20.0 | N/A | 21.4 | 30 |
| Target | 48.7 | 77.3 | 40.0 | N/A | 1.2 | 86.7 | 30.8 | 46.7 | 26.7 | 33.3 | N/A | 16.7 | 30 |
| Walmart | 46.6 | 77.4 | 66.7 | N/A | 2.2 | 96.7 | 25.0 | 53.3 | 23.3 | 16.7 | N/A | 6.7 | 30 |
| Category Average | 49.0 | 77.0 | 49.5 | N/A | 1.9 | 91.1 | 30.7 | 51.1 | 33.3 | 23.3 | N/A | 14.9 | 90 |
For more information on this study or if you are retailer and would like a Key Learnings presentation for your team please complete the form below.
