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How Nike, Nordstrom & Other Retailers Stack Up in Customer Satisfaction

When it comes to customer satisfaction, retailers might need to step up their game.
According to the American Customer Satisfaction Index, which tracks consumer evaluations on products and services across the U.S., overall customer satisfaction with retail is down for the second year in a row, dropping 0.9 percent to 77.4 on the index’s 100-point scale.
The report — which covers six retail categories including department and discount stores, specialty retail stores and internet-based shops — registered a widespread but modest decline in the industry. (The index analyzed data from interviews with about 300,000 customers on more than 400 companies across 46 industries.)
Although customers are increasingly turning to online shopping sources, the ACSI’s results also indicate a decrease in the level of customer satisfaction in e-commerce, which dipped 2.4 percent in the past year.
“There is a slump in customer satisfaction in every category of the retail sector,” managing director David VanAmburg said in a statement. “Internet retail versus brick-and-mortar retail, department stores versus specialty stores — it’s all down. Considering the importance of retail to overall consumer spending, this decline is a big deal.”
Disappointing customer service has been cited as one of the reasons for the downtrend. As the economy boasts low

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Via:: https://footwearnews.com/2019/business/retail/customer-satisfaction-nike-nordstrom-dicks-sporting-goods-1202752763/