For the fourth consecutive year, US-based fashion retailer Nordstrom has emerged as ‘favourite’ fashion retailer among consumers in the country. Market Force surveyed more than 5,700 people on shopping experience: “merchandise selection, value, store atmosphere, ability to create an outfit, checkout speed, ease of finding items, and size selection”.
On the average of overall satisfaction ratings (which Market Force calls a “Composite Loyalty Score”), Nordstrom scored 64 per cent, up 6 per cent over 2016, while Dillard’s ranked second with 54 per cent, followed by T.J. MAXX at 53 per cent.
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Also, the respondents reported visiting Nordstrom’s, Macy’s and American Eagle’s sites frequently, and making the most online purchases from American Eagle, H&M and Kohl’s.
Despite an increase in online shopping (and hybrid brick-and-mortar-meets-e-commerce behaviour), the in-store experience still matters to consumers. “Sales-associate attentiveness is a key area where brands can differentiate in this competitive space and deliver better experiences that result in higher conversion rates and basket size,” said Cheryl Flink, Chief Strategy Officer – Market Force.
