A good reputation is everything for retail stores. One bad customer experience or poor PR campaign is all it takes to give a store a bad name. A new Harris Poll survey reveals the reputations of 100 companies according to consumers. The most hated retail store in America won’t come as a big surprise (page 9). These are the most despised U.S. retailers — followed by the most beloved ones, too!
- RQ score: 70.32
Verizon’s network once dominated other wireless carriers, and its customers gladly paid for it. Recently, however, more affordable carriers like T-Mobile and Sprint have nearly caught up. In early 2018, Verizon’s profits fell 24% as consumers switched to cheaper alternatives. Poor customer service and employee care — remember the 2016 Verizon strike? — caused the carrier to slip further from Americans’ minds.
Next: Beware of the retailer who could ruin your car.
8. Dollar General
- RQ score: 69.73
The prices are good, but Dollar General faces a lot of hate. The retailer added close to 1,300 stores in 2017, but multiple lawsuits don’t help its reputation. Many of the legal battles involve Dollar General’s “motor oil,” which appears on auto shelves but features small labels warning consumers of using the oil for “engines built after 1988.” Another oil on its auto shelves is actually meant for lawnmowers and air compressors as well as engines built before 1930.
Next: This retailer’s reputation doesn’t hurt its bottom line.
- RQ score: 68.52
It seems like everybody hates Walmart for one reason or another, but it clearly doesn’t hurt the bottom line. It’s one of the biggest, most profitable, and, yes, most hated stores in the world, yet your retail dollar is basically boiling down to an Amazon against Walmart battle.
Next: Customers dread working with this retailer.
- RQ score: 68.31
With more than 16,000 locations in the United States, AT&T’s retail business is a bigger piece of the pie than you may realize. Unfortunately, the company doesn’t have a great reputation because it charges way too much money for its services.
Next: This company is not the “king” of its industry.
5. Burger King
- RQ score: 68.26
Fast food doesn’t have a great reputation in the health-conscious United States, and we’ll head to another fast food joint in a minute. Between the unhealthy food, corporate blunders, and gross menu items no one wanted in the first place, Burger King has one of the worst reputations in America.
Next: Have you shopped at this outdated retailer lately?
- RQ score: 68.07
Lots of department stores that focus primarily on fashion are struggling, but J.C. Penney is totally failing to attract customers. Not adapting to digital retail and closing 140 stores doesn’t indicate a solid future, which is one of the reasons its one of the most hated stores in America with a bad reputation to boot.
Next: Diners have polarizing opinions about this fast-casual food chain.
- RQ score: 67.69
The Harris Poll reputation rankings rate 100 retailers and other companies. Chipotle is No. 75 overall and the worst restaurant chain in America. Sure, there are some tasty secret menu items, but the restaurant is still recovering from foodborne illness outbreaks that made hundreds of people sick.
Next: Consumers constantly look for alternatives to this company.
- RQ score: 67.30
We visited AT&T, another hated phone carrier, a few minutes ago, and now we take a look at Sprint. Both of them have bad reputations, but Sprint is worse. People constantly look for alternatives to get out of having to deal with one of the most hated retailers in America.
Next: A steep drop in the score takes us to the most hated store on our list.
- RQ score: 64.09
For now, Sears still shows up on a list of the most hated stores, but for how long? It’s hemorrhaging money, closed about 180 stores in 2017, and has one of the most hated CEOs of all time. Sears is No. 88 out of 100 companies in The Harris Poll reputation rankings, but the others behind it aren’t in retail, which makes Sears No.1 on the list of most hated stores in America.
Next: Now for the other side of the coin.
The most loved retailers in America
Now that we’ve visited the most hated retail chain stores in the country (thankfully it was in the digital sense — based on the ratings we wouldn’t want to go in person), let’s check out the retailers everyone loves. We hope you brought your appetite because — spoiler alert — we’ll spend quite a bit of time in the grocery aisle.
10. L.L. Bean
- RQ score: 79.83
L.L. Bean probably doesn’t turn as much as a profit as other clothing retailers, but that’s by design. The company aims to sell you high-quality clothes at a fair price, and since it’s been in business for more than 100 years, we’d say it’s hitting the target. Whether or not you like the prices, it has some of the longest-lasting clothes you can buy.
Next: This retailer isn’t going away anytime soon.
- RQ score: 80.24
Whether or not you like Nike, the company isn’t going away anytime soon. It has stores in almost every state and on four continents, and it’s continued success makes founder Phil Knight one of the richest Americans ever.
Next: A store that has good prices and a great reputation.
- RQ score: 80.43
The cheap food prices and other secrets that help you save money are pluses, but Aldi checks some of the other boxes that make it a great retailer. The company has a solid plan for the future, treats its employees well, and outperforms most of its national competitors.
Next: A clothing company getting it right.
- RQ score: 80.44
Two components factoring into the reputation quotient are having quality products and displaying social responsibility. Patagonia excels at both. Its clothes seem to last forever, and it didn’t hesitate to fight Donald Trump when the president shrunk the size of two national monuments.
Next: Another grocery chain with a great reputation.
- RQ score: 80.81
Publix is perennially one of America’s favorite grocery stores because of its outstanding deals, great selection, and excellent customer service. Its reputation is reflected in the Harris Poll survey, where it’s not only one of the top supermarkets but one of the top retailers, period.
Next: Treating employees fairly is a foundation for the way this retailer does business.
- RQ score: 81.14
If having a good workplace environment is one of the keys to a good reputation according to The Harris Poll, then it’s hard to imagine any company outdoing H-E-B. The grocery chain offers terrific job security and several benefits employees love.
Next: Retail stores are a big part of the business for this company.
4. The Walt Disney Company
- RQ score: 81.53
We understand that your Disney trips account for a lot of the company’s revenue, but retail is still a huge part of the business. According to Statista, retail stores did $1.58 billion in revenue in 2017. The overall financial stability, emotional appeal, and lovable products ensure Disney is the polar opposite of the most hated stores in America.
Next: You either love or hate this fast-food chain.
- RQ score: 81.68
Even though it tries to hide some dark and surprising secrets, Chick-fil-A is a fast food giant. Despite having just a fraction of the locations and not being open on Sundays, the chain is threatening to take down McDonald’s. Despite the many reasons people hate Chick-fil-A, it has one of the best reputations of any retailer in the U.S.
Next: Small footprint, big impact
- RQ score: 82.75
Wegmans has just 92 stores in a few eastern states, but shoppers are genuinely obsessed with the grocery chain. Great prices, knowledgeable employees, and excellent customer service make it one of the most loved grocery stores in America and one of the retailers with a great reputation.
Next: A company doing everything right and has the best reputation in America.
- RQ score: 83.22
The company that sells everything, makes a ton of money, and has a famous CEO has another thing going for it. Amazon is the company with the best reputation in America. Sure, you know Amazon for its online sales, but it has several physical retail store projects in the works, which is why it shows up on our list.
Next: How Harries calculates the Reputation Quotient.
How Harris tallies the Reputation Quotient
- Six components factor into the final RQ score.
Harris polled more than 25,000 American adults between Dec. 11, 2017, and Jan. 12, 2018, and asked them to mention two companies with the best reputations and two with the worst reputations. Then, the 100 most visible companies are given average scores on a 0-100 scale based on six components:
- Emotional appeal: Trust, admiration, and respect.
- Financial performance: Sustained profitability, does better than competitors, room to grow.
- Products and services: Quality, innovation, and value.
- Social responsibility: Community and environmental responsibility; supports good causes.
- Vision and leadership: Strong leadership and a clear vision for the future.
- Workplace environment: Good employees, rewards employees, and is a good place to work.
Any score of 80 or above is considered excellent. Scores between 55-64 are poor, 50-54 is very poor, and under 50 is awful.
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