Customer satisfaction with apparel brands held steady this year but remained at its lowest point since 1997.This year’s American Customer Satisfaction Index for apparel stayed at 79 on a scale of 100 after descending to that level from 80 between 2011 and 2012. That’s above its historic low of 77, reached in 1997, and tied with the mark set during four consecutive years — 1998 through 2001 — as well as in 2004.Apparel’s best showing was the 83 reached in 2010.Among ranked apparel brands, Levi Strauss & Co. scored the highest with a rating of 82, followed by Hanesbrands Inc. and VF Corp., both at 81, and The Jones Group Inc. at 80. Levi’s score matched its mark from 2012, when it was tied with both Jones and VF. “All other brands” descended to a ranking of 78, down from 79 last year.RELATED CONTENT: WWD Research Roundup >>Claes Fornell, ACSI founder and chairman, noted that customers didn’t consider lower prices brought on by markdowns to be a sufficient explanation for perceived lower quality.Athletic footwear was the sole nondurable goods category to post an increase in this year’s study, moving up to 81 from 80. Adidas, including ratings for Reebok, jumped to 80 from 77, while Nike Inc. ticked down to 78 from 80. “All other brands” within the category were up 3 points to 83.Fornell pointed out that the study is subject to several variables, with improvements in market share sometimes working against customer satisfaction as brands struggle to meet heightened demand. "In the extreme, if a company got rid of all but one of its customers and served that customer really well, it would have a high customer satisfaction score but no market,” he noted. “One should always check if defecting customers might be a reason for rising averages in customer satisfaction.”By industry, televisions and video players rank highest at 85, followed by soft drinks and consumer shipping, which both score 84. Internet service providers have the lowest ranking by sector, at 65, with Internet social media and subscription television services tied for the next worst ranking at 68.Founded at the University of Michigan’s Ross School of Business and updated annually, the ACSI is derived from interviews with 70,000 consumers in the U.S. The firm plans to release its first customer satisfaction rankings for Web sites next month.
Exclusive: @longchamp is planning to stage its first official runway show at New York Fashion Week this fall. The French leather goods firm has expanded into ready-to-wear as part of its repositioning as a lifestyle brand. The show, scheduled for September 8, will also cap the brand’s 70th anniversary celebration. Get all the details on WWD.com. #wwdnews #wwdfashion (📷: @dominiquemaitre)
The Duke and Duchess of Sussex undertook their first overseas engagement as a married couple in Dublin. The trip included multiple events and outfits changes, including this black dress by @emiliawickstead that Meghan Markle wore for a party at the British Ambassador’s home. #wwdfashion #royals
At 20 years old – and with an estimated net worth of $900 million - @kyliejenner is the youngest person to ever make @forbes’ annual list of America’s Richest #SelfMadeWomen. “It’s incredible to be recognized for something I’m so passionate about, and I’m really grateful for that. I’ve always loved makeup and worked really hard to bring the first lip kit to the market,” said Jenner on founding @kyliecosmetics. See who else is on the list on WWD.com. #wwdnews #wwdbeauty (📷: @rainerhosch)
“The collection is inspired by Tulum and the Mayan Riviera – its laid-back luxury, life of cabanas, untouched coastline, natural habitats, exotic cocktails and jungle parties with renowned DJs,” said Matteo Maniatty, creative director and cofounder of @descendantofthieves, on the brand’s inspiration for its latest collection. See more designer sketches and inspirations on WWD.com. #wwdfashion #nyfwmens #nyfw
@riccardotisci17 is releasing a limited-edition capsule collection as part of his anticipated runway debut for @burberry in September. Delivered in a series of instant drops, this is the second Burberry capsule collection announced since Friday, when Tisci broke the news on his collaboration with @viviennewestwood. Get all the details on WWD.com. #wwdfashion #wwdnews
“It’s like a Cinderella story. You get a little fake, you get a little real, you put it together and voilà,” said legendary rapper Slick Rick, who helped pioneer the merge of luxury and streetwear. WWD’s @ariahughes spoke to @therulernyc about his jewelry collection, his collaboration with @bally and how the industry has evolved – link in bio. (📷: @kristaschlueter)
@ragandbone and @eminem are teaming up on a special capsule collection of streetwear pieces. Sold at a one-day pop-up in London’s Soho on Friday, the collection features three different T-shirt designs and a hoodie. The capsule is set to kick off the rest of Eminem’s shows in his European Revival Tour, which ends on Sunday. Get all the details on WWD.com. #wwdfashion