8. Gap, Inc. (NYSE: GPS) Customer satisfaction score: 77 Industry: specialty retail 2012 U.S. retail sales: $12.0 billion (33rd most) Gap owns a range of different brands, including Old Navy and Banana Republic — and its namesake, Gap. Gap recently chose to increase its minimum hourly rate for workers from $7.25 per hour to $9 per hour. CEO Glenn Murphy noted this was not a political maneuver but a business decision to invest in the company’s frontline workforce. Whether or not this helps the retailer, which had an ACSI score of just 77, tied for the worst in the specialty retail sector, remains to be seen.While Gap’s ACSI score improved last year, it continued to lag the specialty retailer sector, which also improved in 2013. The company’s same-store sales rose in recent quarters as it reshuffled its product mix.
Posted on: Sat, 22 Mar 2014 22:50:11 +0000
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