America’s Research Group, a consumer research and strategic marketing firm, and Inmar, an e-Commerce solution provider, today released a new report spotlighting retail “winners and losers” of 2013. Survey results focused on customer retention rates among 24 retail companies selected by America’s Research Group.
Results for the study were derived from 1,000 consumer interviews conducted via phone between Dec. 20 and Dec. 22, 2013. Of all retailers, only three retained 70% or more of the customer base they acquired during the 2012 holiday season.
Walmart was the biggest “winner,” retaining 88.2% of its customer base, followed by Dollar Tree (80.4%) and Target (72.1%). The bottom five retailers on this year’s list include: Barnes & Noble (43.9%), Costco, (49.4%), Lowe’s (56%), Marshalls (50%) and Toys “R” Us (53.1%).
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“In previous years, we’ve seen seven or more retailers do well,” said Britt Beemer, Chairman and CEO of America’s Research Group. “If you’re losing 50% of your customers, you’re in grave trouble and your long-term future is doubtful. Two thirds of retailers got failing grades this year and had better seriously review their merchandising and advertising strategies if they want to stay in the game.”
Click here to view a complete copy of the report.
