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Trader Joe's Is No. 1 in Customer Satisfaction, but Metrics Down Overall


Managing Editor
Overall, the retail sector dropped 2.3% in customer satisfaction to a score of 75.5 — the lowest ACSI score logged for the sector since 2015.
Following four years of fairly steady customer satisfaction, the supermarket industry’s rating in this area has dropped 2.6% to a score of 76 out of 100, with 17 of 20 major grocers earning lower scores year over year, according to data from the American Customer Satisfaction Index (ACSI).
Monrovia, California-based Trader Joe’s is No. 1 in the
supermarket industry — as well as the entire retail sector — with a stable score of 84, with four companies tying for second place with scores of 82: Costco (down 1%), H-E-B (down 2%), Publix (down 1%) and Wegmans (down 2%). The remaining top-tier performer from 2019, Aldi, slid 4% to tie with a stable Sam’s Club at 80. ....

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Online Shopping Feels the Heat as Customer Satisfaction in Retail Falls to Lowest Point Since 2015, ACSI Data Show


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.” ....

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