Traditional Retail Gains in Customer Satisfaction, While E-Commerce Slips

While e-commerce sites have generally enjoyed higher levels of customer satisfaction than traditional retail stores, the gap has disappeared for the time being, according to the latest industry-wide report from the American Customer Satisfaction Index (ACSI). The ACSI study indicates that customer satisfaction ratings with all forms of traditional retail either remained steady or increased, while satisfaction with online retailers dropped to its lowest point since 2001. (more…)