Why Retail Customer Satisfaction Continues to Drop

Why Retail Customer Satisfaction Continues to DropWe all know that the customer is always right.

We also know that satisfying customers is not always easy.

When I look at small businesses, I separate them into two different types (related to customer service). One type of business is always striving to do better. The other type of business doesn’t think about it.

According to the article cited below, retail customer satisfaction continues to drop.

In addition, the American Customer Satisfaction Index (ACSI) shows that customer satisfaction fell between 2014 and 2015.

ACSI generates their reports by interviewing approximately 70,000 customers at six retail sectors:

Department & Discount Stores

Specialty Retail Stores


Health & Personal Care Stores

Internet Retail

Gas Stations

The customers interviewed are shoppers from Nordstrom, Target, Costco, Bath & Body Works, Trader Joe’s Kroger, CVS, Walgreens, Amazon, eBay, Chevron, Mobil and others. 

Although most of these stores are larger and part of multi-store chains, the findings are interesting to all retailers.

The study found three areas that retailers should focus on.

  1. Speed of checkout. This is a very real problem for many retailers.
  1. The Contact Center (the place where customers go with a question of problem). 86% of contact centers don’t fully empower their employees. More than half of all emails either don’t get answered or take more than a day to answer.
  1. Having retail stores at a convenient location. Even though more business is going through the Internet, many larger retailers and chains are closing more stores leaving consumers with fewer choices of stores to visit. This is actually an opportunity for smaller stores to compete with offerings by the “bigger” guys.

Read the entire article, and get lots of additional ideas related to customers at:

Customer Think

Read more at:

Keeping Customers Happy Is Getting Harder for Retailers (NBC News)

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