Sam's Club takes the top spot in customer satisfaction rankings for general merchandise retailers, scoring 85 points and unseating its long-time rival Costco. The American Customer Satisfaction Index attributes Sam's Club's success to its popular Scan & Go app and new AI-powered exit technology, which appeal particularly to younger consumers. Costco's score remained steady at 82, while BJ's Wholesale Club saw a decline to 78.
It appears Sam's Club has had enough of waiting in line.The Walmart-owned wholesale club jumped ahead of rivals to place first in this year's customer satisfaction rankings for general merchandise retailers, scoring a whopping 85 points.Sam's Club posted the biggest improvement of any major general merchandise retailer, and it also managed to unseat its chief rival and longtime category leader, Costco , in the top spot.
The report, which is based on nearly 42,000 completed customer surveys, doesn't suggest Costco did anything wrong — it was at the top of the heap for years with its very respectable 82 points, but Sam's Club is showing that the ceiling can be higher than it has been.
COSTCO SAM's CLUB CUSTOMERS SATISFACTION RETAIL TECHNOLOGY DIGITAL FEATURES
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