The retailer with the best omnichannel customer service is …

The world’s largest retail-owned hardware cooperative took # 1 in a ranking of retailers with the best overall customer service, discovery and omnichannel buying.

Ace Hardware, which has more than 5,400 locally owned and operated hardware stores in approximately 70 countries, have the best overall customer service, Based on Incisiv’s Omnichannel Customer Service Index. Ace has also taken the place of omnichannel buying (ease of placing and receiving orders) and omnichannel customer engagement and service (based on the speed and efficiency of customer interactions. Beauty brand Bare Minerals has Took the top spot for omnichannel discovery (information and support availability at You can find the full Incisiv study rankings below.

Top 10 Retailers for Overall Customer Service:

  1. Aces Hardware
  2. Bed, bath and beyond
  3. Belk
  4. Best buy
  5. Coach
  6. Dick’s Sporting Goods
  7. Bryant Street
  8. Levi’s
  9. Macy’s
  10. Bryant Street

Top 10 retailers for omnichannel discovery:

  1. Bare minerals
  2. Best buy
  3. Coach
  4. Dillard
  5. Forever 21
  6. Kiehl’s
  7. Macy’s
  8. Zipporah
  9. Nordstrom
  10. Home depot

Top 10 retailers for omnichannel shopping:

  1. Aces Hardware
  2. Albertson’s
  3. Bed, bath and beyond
  4. Belk
  5. BJ
  6. Dick’s Sporting Goods
  7. HEB
  8. Kroger
  9. Macy’s
  10. Office depot

Top 10 Retailers for Omnichannel Customer Engagement and Service:

  1. Aces Hardware
  2. Apple
  3. Bed, bath and beyond
  4. Best buy
  5. Coach
  6. Dick’s Sporting Goods
  7. J Crew
  8. Bryant Street
  9. Levi’s
  10. Macy’s

The main additional findings of the study are presented below.

  • Ninety percent of shoppers start their shopping journey online, but only 30% of shoppers are satisfied with the service offered during the discovery phase of the experience.
  • The department store segment is the industry leader in enabling agents to provide assistance with product information.
  • The grocery segment ranks last in search history visibility (just 13%), but leads all retail segments with online purchase and in-store pickup (83 %).
  • The consumer electronics segment leads all retail businesses offering the ability to register and manage loyalty accounts (91%), as well as enabling agents to assist buyers with returns (100%).

The survey also found that almost seven in 10 respondents (69%) decided not to buy products because of poor descriptions. Additionally, 82% of respondents are likely to search for product information in more than one place, and 45% of respondents feel frustrated when faced with bad product information.

“The past two years have had a profound and transformative impact on humanity, including what we as buyers value. Retailers will need to develop and refine their capabilities to meet these new expectations, ”said Amarjot Mokha, COO, Incisiv. “Our goal with the Omnichannel Customer Service Index is to help retailers identify high impact improvement opportunities based on a nuanced view of what drives superior customer service. Adopting fundamental and advanced capabilities can help retailers improve their digital performance KPIs and competitive strategy by quickly adapting to consumers’ omnichannel service needs.

The Incisiv 2022 omnichannel customer service index, published in partnership with Genesys, is based on information from its proprietary digital maturity benchmarking methodology. The analysis covers 102 retailers, 110 digital capabilities and eight industry segments.

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