Study: The retailer with the best in-store experience is....

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Study: The retailer with the best in-store experience is....

By Marianne Wilson - 11/22/2017
An 85-year-old Danish brand comes out on top when it comes to providing a great overall in-store experience.

The Lego Store led the retail pack, with 4.53 stars (out of a possible five) in Reputation.com's 2017 Retail Reputation Report, which reveals the best brands for in-store experiences. Consumers rated Lego over four stars in eight out of the nine categories that make up the shopping experience: value, service, wait times, cleanliness, convenience, product availability, staff competence, and parking, facilities and amenities (a perfect five).

The Disney Store was a close second, with 4.49 stars. Rounding out the top five: Athleta (4.39 stars), Lululemon (4.38) and Nordstrom (4.32).

The report examines which retailers lead – and which lag – on the aspects of in-store experience based on the factors most frequently cited by consumers in online reviews.

In some key findings:

• The Lego Store ranked first in store cleanliness (4.6), followed by Carter's, OshKosh B'Gosh, Nordstrom and Adidas. Coming up short: Hugo Boss (1.0).

• The Lego Store ranked first in short wait times (4.5), followed by Lululemon, Disney Store, Nordstrom Rack and Athleta. Coming up short: OshKosh B'Gosh (1.6) and American Eagle Outfitters (1.3)

• TJ Maxx ranked first for value (4.3), followed by Carter's, Burlington Stores, Ross Dress for Less and OshKosh B'Gosh. Coming up short: Hugo Boss (2.1).

To view the complete report, including all the ratings for the individual store experience categories, click here.

Reputation.com applied machine learning and sentiment analysis to more than 400,000 reviews that consumers posted on the web about their in-store shopping experiences at over 8,000 locations owned by 28 marquee retailers nationwide in categories including cosmetics, apparel, athletic gear and home improvement.