Retail CX benchmarks by sector: how does your industry stack up?

A striking insight from the 2025 Retail CX Insights Report, based on over 57 million feedback responses in retail in 2024, is the broad range of CX scores across retail sectors.

Pharmacies and drugstores lead with an impressive average satisfaction score of 96.7%, indicating that nearly all customers leave these establishments satisfied. This high score can be attributed to factors such as quick service for essential needs, knowledgeable staff, and efficient processes. 

On the other end of the spectrum, the Fashion & Apparel sector lags with an average satisfaction score of approximately 81.8%, suggesting that nearly 1 in 5 customers leave dissatisfied. This disparity underscores the unique challenges faced by different retail sectors. 

Sector-wise average satisfaction scores:

1. Pharmacies: 96.7% 
2. C-stores: 93.9% 
3. Home & Electronics: 92.4% 
4. Sporting Goods: 92.0% 
5. Grocery & Supermarkets: 91.7% 
6. DIY (Home Improvement): 89.2% 
7. Fashion & Apparel: 81.8%

These variations highlight the importance of sector-specific strategies to enhance customer satisfaction. 

Understanding the drivers behind the scores

One striking insight from the report is the broad range of CX scores across retail sectors. Some retail industries have managed to cultivate near-universal customer satisfaction, while others struggle to please four out of five shoppers. What drives these differences? Often, it’s the nature of the shopping experience, which leads to variations in CX metrics by retail sector:

	Pharmacies Their high scores are driven by the delivery of essential services, knowledgeable staff, and efficient processes. Despite challenges like staff availability, they manage to maintain high satisfaction levels.
	C-stores Customers value the quick and straightforward shopping experience. The high benchmark suggests that these stores meet expectations for speed and convenience, although pricing remains a common concern.
	Home & Electronics Despite the complexity of products, these retailers achieve high satisfaction by ensuring product availability and providing knowledgeable assistance.
	Grocery & Supermarkets While they rate well on product variety and convenience, issues like long checkout lines and out-of-stock items can impact satisfaction.
	DIY/Home Improvement The complexity and size of these stores can lead to inconsistent experiences. While product variety is a strength, difficulties in finding assistance can be a drawback.
	Sporting Goods Performance in this specialty sector is buoyed by a broad product range and knowledgeable staff, especially valued by hobbyist customers.
	Fashion & Apparel The lower satisfaction scores are often due to the personal and subjective nature of apparel shopping, coupled with common issues like product availability and size selection.

Leveraging benchmarks for improvement

Benchmarking against sector standards is not about competition but about identifying areas for improvement and learning from both high-performing and struggling sectors. Companies that prioritize customer experience can achieve significant growth and customer loyalty. 

Key Takeaways

For retailers reading these benchmarks, the pressing question is “Okay, so how do we use this information?” The answer is twofold: benchmark yourself against your sector, and then adopt relevant best practices from both your peers and the leading sectors. Here are some targeted takeaways: 

• Compare against sector averages: Understand where your business stands in comparison to industry benchmarks. For example, a grocery store with an 89% satisfaction score might seem adequate until compared to the sector average of 91.7%. 
• Learn from high-performing sectors: Adopt best practices from sectors with high satisfaction scores. For instance, the efficiency and staff knowledge in pharmacies can be emulated in other sectors. 
• Address sector-specific pain points: Identify common challenges within your sector and develop strategies to overcome them. For fashion retailers, this might involve improving inventory management and enhancing the fitting room experience. 
• Emphasize sector strengths: Leverage the unique strengths of your sector to enhance customer experience. For example, sporting goods stores can focus on staff expertise to provide personalized recommendations. 
• Implement cross-sector best practices: Certain strategies, such as soliciting real-time customer feedback and empowering employees to resolve issues promptly, are universally beneficial. Understanding customer data is just the beginning—retailers must also grasp the context and behavior behind it. Companies that combine analytics with human insight are better positioned to drive meaningful customer experience improvements.
• Set sector-specific CX goals: Tailor your customer experience strategies to align with the unique dynamics of your sector. This involves understanding customer expectations and adjusting operations accordingly. 
• Foster a culture of CX excellence: Beyond strategies and processes, cultivating a culture that prioritizes customer experience is crucial. Empower employees at all levels to contribute to CX improvements, as emphasized by Gartner’s research on building a customer-centric approach.

Conclusion: turning insights into action

The 2025 Retail CX Insights Report serves as a valuable resource for understanding customer satisfaction across various retail sectors. By analyzing the data and implementing targeted strategies, retailers can enhance their customer experience, leading to increased loyalty and growth. Remember, continuous improvement and adaptation are key to staying ahead in the ever-evolving retail landscape. 

Want to get your hands on the full 2025 Retail CX Insights Report? Download below!