Retailers challenged with restoring customer satisfaction lost during the pandemic: ACSI report Customer satisfaction with the retail sector has hit a low point across most channels particularly supermarkets and online retail hit where consumer sentiment dipped to a five-year low, according to the American Customer Satisfaction Index’s (ACSI) Retail and Consumer Shipping Report 2020-2021. ACSI’s annual report is based on interviews with 70,767 US consumers between Jan. 13, 2020 and Dec. 27, 2020. Waves of disruption impacted all channels of retail, and customer sentiment declined across the board, reported 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,” said David VanAmburg, managing director at the ACSI.