Customer satisfaction with retail has dropped for the first time in four years, according to the American Customer Satisfaction Index — except in the subcategory of e-commerce. All of the brick-and-mortar retail categories registered weak or flat customer satisfaction for the fourth quarter of 2014, while online retail posted a year-over-year gain. This reflects the growing popularity and convenience of e-commerce, said ACSI Director David VanAmburg. The contradictory scores are also a reflection of larger trends, he said.
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Retail Shoppers Get More Satisfaction Online
Posted by: Erika Morphy February 19, 2015 11:31 AMCustomer satisfaction with retail has dropped for the first time in four years, according to the American Customer Satisfaction Index — except in the subcategory of e-commerce. All of the brick-and-mortar retail categories registered weak or flat customer satisfaction for the fourth quarter of 2014, while online retail posted a year-over-year gain. This reflects the growing popularity and convenience of e-commerce, said ACSI Director David VanAmburg. The contradictory scores are also a reflection of larger trends, he said.