Online Shopping Feels the Heat as Customer Satisfaction in Retail Falls to Lowest Point Since 2015, ACSI Data Show By Staff 1 month ago ANN ARBOR, Mich.–(BUSINESS WIRE)–#customersatisfaction–While much of the Retail sector anticipates a turnaround in 2021, customer satisfaction is not heading in the right direction. Overall, the Retail sector declines 2.3% to a score of 75.5 (out of 100), according to the American Customer Satisfaction Index’s (ACSI “2020 sent waves of disruption across the Retail sector,” says David VanAmburg, Managing Director at the ACSI. “From mandatory closures that halted in-person shopping to stock shortages caused by panic buying, retailers experienced anything but business as usual. Deliveries from online retailers were delayed, and customers were frustrated when high-demand items sold out. And it shows, as 86% of the retailers measured suffer downturns in customer satisfaction year over year.”