The customer satisfaction results are in, and they do not bode well for the retail sector.
Customer satisfaction with retail is down for the second straight year, as the Retail Trade sector slips 0.9 percent to a score of 77.4 on a scale of 0 to 100, according to the American Customer Satisfaction Index (ACSI) Retail and Consumer Shipping Report 2018-2019.
This report covers six retail categories—department and discount stores, health and personal care stores, specialty retail stores, supermarkets, internet retail, and gas stations—as well as consumer shipping.
The latest ACSI retail results are clear: Customer satisfaction is down across the board. Among the six categories, gas stations take the biggest hit, falling 2.6 percent to an ACSI score of 74. Although customers prefer online shopping to all other types of retail, even e-commerce shows signs of strain, dropping 2.4 percent in the past year.
"There is a slump in customer satisfaction in every category of the retail sector," says David VanAmburg, Managing Director at the ACSI. "Internet retail versus brick-and-mortar retail, department stores versus specialty stores, it's all down. Considering the importance of retail to overall consumer spending, this decline is a big deal."