U.S. Retailers With the Highest Customer Satisfaction Ratings May Surprise You
The American Customer Satisfaction Index (ACSI) recently released its Retail Report 2016, and there's good news for retail brands. The report shows that the overall retail sector has mounted a bit of a comeback when it comes to customer satisfaction. Retailers scored a 78.3 average on the ACSI, a 5 percent increase from 2015 and an all-time record. Motley Fool reports the brands with the highest ratings in the department store sector are Dillard's, and oddly enough, J.C. Penney and Sears — two companies that have had their fair share of struggles. Internet retailers saw a 3.8 percent gain overall.
Total Retail's Take: The retail landscape has shifted. While customer service is still a No. 1 priority for brands, they've had to find a way to evolve their businesses to meet the needs of on-demand consumers. It's encouraging to see that nearly every company improved in the ACSI since 2015. It will certainly be interesting to see how 2017 will fare vs. 2016.