Traditional Retailers See Improved Customer Satisfaction, Lag Online

Customer satisfaction with traditional retailers improved in 2011, but still lags online retailers, according to the American Customer Satisfaction Index. The index for traditional retailers in 2011 rose 1.5% year-over-year to a score of 76.1 on ACSI’s 100-point scale, with score increases experienced by the gasoline station, specialty retail store, and supermarket categories. At the same time, the customer satisfaction score for online retailers rose 1.25% from 80 to 81, with e-commerce satisfaction overall at 80.1. (more…)