Nordstrom Rack, the discount arm of Nordstrom, which was named consumers’ favourite premium fashion retailer, was a close second with 46 per cent. Burlington landed in the third place with 45 per cent, while Marshall’s, Ross Stores and Walmart ranked fourth, fifth and sixth respectively.
The study by customer experience management company Market Force Information ranks value fashion retailers overall, as well as fields like merchandise selection, customer service and e-commerce, according to a company press release.
Ross earned the top spot for value for money spent, a category in which Walmart ranked last. Target scored highest for atmosphere, ease of finding items and checkout speeds. Burlington performed well in the merchandise categories, ranking highest for selection and the ability for shoppers to create a look. Although TJ Maxx failed to dominate in any one category, it performed consistently well across the board, the study found.
Although value was found to be the biggest influencer in choosing where to shop, service is also an important consideration, and 43 per cent of respondents reported being helped by an associate during their last shopping trip. Nordstrom Rack associates assisted customers most often, however, shoppers gave higher marks to Burlington, Target and Ross for understanding their needs and suggesting relevant items. Marshall’s ranked lowest for helping and understanding shoppers.
Target, which witnessed 29 per cent year-over-year online sales growth in 2017 fourth quarter, received the most website visits and purchases, and delivered the best online experience. Fifty-one per cent reported visiting its website in the previous 90 days and, out of them, 72 per cent made a purchase. Walmart’s and Nordstrom Rack’s websites were each visited by 40 per cent of respondents, and nearly two-thirds made online purchases from them. (DS)
Fibre2Fashion News Desk – India