ASCI-2018-2019年零售业消费者满意度调查报告（英文）-2019.2.26-17页_1mb

报告摘要

ACSI Retail and Consumer Shipping Report 2018-2019 Summary

Core Content

The American Customer Satisfaction Index (ACSI®) is a national economic indicator that measures customer satisfaction with products and services in the U.S. This report focuses on retail and consumer shipping sectors, analyzing customer satisfaction across multiple industries and companies. The ACSI score is on a 0-100 scale, with higher scores indicating better customer satisfaction.

Main Points

Overall Retail Decline: Customer satisfaction in the retail sector fell by 0.9% to 77.4 in 2018, marking the second consecutive year of decline.
Impact of Customer Service: The decline is attributed to poor customer service, exacerbated by high employee turnover and the challenges of keeping up with technological changes.
Internet Retail Erosion: Despite being preferred by customers, internet retail satisfaction dropped 2.4% to 80. Costco emerged as the top online retailer, surpassing Amazon.
Consumer Shipping Struggles: Satisfaction in consumer shipping dropped 3.7% to 78. UPS and FedEx faced declines, while the U.S. Postal Service (USPS) scored significantly lower at 74.
Industry-Specific Trends: Different retail sub-sectors showed varied performance, with some companies performing better than others.

Key Information

Department and Discount Stores

Industry Score: 76 (down 1.3% from 2017).
Top Performers: Costco (83, unchanged), Sam’s Club (80, unchanged), and BJ’s Wholesale Club (79, down 1%).
Bottom Performers: Sears (70, down 4%), Walmart (72, down 1%).
Customer Experience: Mobile apps are highly rated (82 for quality, 81 for reliability), but in-store service and checkout speed are problematic (77 for staff courtesy, 72 for checkout speed).
Website Satisfaction: Improved slightly to 79 but not enough to offset in-store issues.

Specialty Retail Stores

Industry Score: 78 (down 1.3% from 2017).
Top Performers: L Brands (82, down 4%), Barnes & Noble (81, stable).
Bottom Performers: Dick’s Sporting Goods (75, down 4%), GameStop (74, down 4%).
Customer Experience: Staff courtesy and helpfulness dropped to 82, with inventory and promotions being key issues.

Health and Personal Care Stores

Industry Score: 77 (down 2.5% from 2017).
Top Performers: Kroger (81, up 1%), Albertsons Companies (78, stable).
Bottom Performers: Walmart (73, down 3%), Kmart (Sears) (76, down 5%).
Customer Experience: Convenience and store conditions are still strong (85), but service quality and variety of products have declined.

Supermarkets

Industry Score: 78 (down 1.3% from 2017).
Top Performers: Trader Joe’s (86, up 1%), Wegmans (85, up 1%).
Bottom Performers: Whole Foods (Amazon) (79, down 2%), Walmart (72, down 1%).
Customer Experience: Mobile apps are highly rated (82 for quality and reliability), but website satisfaction and checkout speed have declined.

Internet Retail

Industry Score: 80 (down 2.4% from 2017).
Top Performers: Costco (83, new leader), Etsy (81), Nordstrom (81), Nike (81).
Bottom Performers: GameStop (75), Sears (73), Walmart (74).
Customer Experience: Mobile apps are a highlight (86 for quality, 85 for reliability), but desktop checkout and site navigation have worsened.

Consumer Shipping

Industry Score: 78 (down 3.7% from 2018).
Top Performers: FedEx (79), UPS (79).
Bottom Performer: USPS (74, down 3%).
Customer Experience: In-store staff are highly rated (86 for courtesy), but delivery timeliness and tracking have declined.

Conclusion

The report highlights a widespread decline in customer satisfaction across the retail and consumer shipping sectors in 2018. While some companies like Costco and Trader Joe’s maintained or improved their scores, many others, including Walmart, Sears, and GameStop, faced significant drops. The shift to online shopping, combined with challenges in customer service and inventory management, is a major factor in the overall decline. The U.S. Postal Service continues to struggle with customer satisfaction, lagging behind private sector competitors.

展开完整摘要