By  on February 8, 2012

An intensely promotional year worked in favor of consumers’ fondness for the Abercrombie & Fitch and Victoria’s Secret brands but spelled trouble for retailers including Gap Inc., J. Crew Group Inc. and Kohl’s Corp.


Brand Keys, the New York-based consultancy focused on brand loyalty, surveyed 49,000 consumers about brands in 83 categories of goods and services for its annual Customer Loyalty Engagement Index, which measures the public’s perception of criteria including shopping experience, store reputation, merchandise assortments and value. Consumers volunteered the names of stores and products they prefer and, because the study spans all nine Census regions in the U.S., local, regional and even multiregional stores, such as Nordstrom Inc. and Saks Inc., were not included.

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