Firm Posts Ranking Of Top U.S., U.K. Retailers By Reputation

Consumer sentiment plummeted in 2020 and has not rebounded this year, judging by Reputation Report 2021 Retail Industry, a study published Wednesday by Reputation. 

But some brands excelled at providing an excellent customer experience.  

Reputation examined 3.7 million shopper reviews and applied machine-learning algorithms to rank the top retailers by reputation, sentiment, visibility and engagement.  

The study notes that the volume of online reviews has jumped by 12% this year over 2020. But it’s still down 22%. Still, 90% of consumers read reviews before making a purchase, and 72% read several.  

Bath & Body Works was the leading brand, pulling a reputation score of 629. Ace Hardware was next with 627. 

Here are the rankings, based on the company’s reputation scores. 

These are measured on a scale of 0 to 1,000, and are an index of the digital presence of business locations based on sentiment, visibility, and engagement across nine elements, including: Star average, review volume, review recency, review spread, search impressions, social engagement, listing accuracy, review response and review length. 

Reporting of these rankings does not imply any endorsement by MediaPost.  

U.S. Rankings: Top 30 Retailers

  1. Bath & Body Works — 629
  2. Ace Hardware — 627
  3. Nordstrom — 618
  4. Verizon— 615
  5. Costco — 607
  6. Bass Pro Shops — 606
  7. Hobby Lobby — 603 
  8. Guitar Center — 598 
  9. Michaels — 596
  10. Petco — 590 
  11. Ulta — 583
  12. TJMaxx — 582
  13. AT&T Wireless — 582
  14. True Value Hardware — 579
  15. Victoria’s Secret — 579
  16. Dillard’s — 571
  17. PetSmart — 571
  18. JCPenney — 565
  19. Kohl’s — 555
  20. Ross Dress for Less — 543 
  21. Bed Bath & Beyond — 543
  22. Target — 536
  23. Ikea — 533
  24. Macy’s — 521
  25. Williams-Sonoma — 516
  26. Belk — 516
  27. Best Buy — 513 
  28. American Eagle Outfitters — 510 
  29. Dick’s Sporting Goods — 508 
  30. Gap — 503

U.K. Rankings: Top 20 Retailers

  1. Bensons For Beds — 602 
  2. Travis Perkins — 596 
  3. Pets at Home — 595 
  4. Lidl--578 
  5. John Lewis & Partners — 561 
  6. H&M — 530
  7. New Look — 504 
  8. Furniture Village — 503 
  9. Boots — 502
  10. Morrisons — 499 
  11. ASDA — 494
  12. Zara — 485
  13. Marks & Spencer — 469
  14. Tesco — 461
  15. Matalan — 427
  16. Debenhams — 426
  17. The Co-operative Group — 407 
  18. Mango — 381 
  19. Next — 348
  20. Holland & Bennett — 302

 

 

 

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