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Best Buy ranks high in customer help, but Dollar Store, Walmart not so much

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August 27, 2019

A Wiser Solutions benchmark report reveals electronics seller, Best Buy, excels when it comes to customer assistance, while Walmart and Dollar Store are falling more than a bit short.

The report, Wise Retail Benchmark, polled more than 1,000 consumers on 15 retailers including Target, Costco, Kohl's and Sears using Wiser's consumer mobile app, Mobee, according to a press release.

The report focused on four key elements in the shopping experience: shopability, products, people and sentiment.

"We're in a new age of retail where every aspect of the shopping experience is scrutinized by consumers. However, this is driving the industry to innovate and improve at a rapid pace," said Andy Ballard, CEO of Wiser Solutions, in the release. "This benchmark provides retailers with valuable insights into their business, from customer sentiment to how they measure up to their competition. We’re also providing brands with critical information as they work with retail partners and develop go-to market strategies."

The report ranks retailers in hospitality, variety and selection, ease of shopping, and location. Best Buy ranked highest on customer assistance with nearly 75% of customers reporting being offered assistance within three minutes. At the Dollar Tree and Walmart 70 percent of customers were not offered any assistance by sales associates.