Content about Customer satisfaction

March 31, 2014

The Vitamin Shoppe has been recognized as the top-rated vitamin store and top-rated vitamin store brand based on consumer satisfaction in ConsumerLab.com's 2014 survey of vitamin and supplement users.

North Bergen, N.J. -- The Vitamin Shoppe has been recognized as the top-rated vitamin store and top-rated vitamin store brand based on consumer satisfaction in ConsumerLab.com's 2014 survey of vitamin and supplement users. Each year, ConsumerLab.com, a provider of consumer information and independent evaluations of products that affect health and nutrition, surveys its subscribers about the vitamins and supplements they use.

February 19, 2014

Customer satisfaction improved for a third consecutive year for retail.

Ann Arbor, Mich. - Customer satisfaction improved for a third consecutive year for retail. According to a report released by the American Customer Satisfaction Index (ACSI), the retail sector overall gained 1.7% to an ACSI benchmark of 77.9, boosted by higher customer satisfaction with specialty retail stores, supermarkets, drug stores, and gasoline service stations.

January 16, 2014

Remember the days when stores differentiated themselves against the competition on service? When consumers sought out expert product recommendations from knowledgeable sales associates? And bought from the one who worked hardest to help them find just the right product for their needs?

By Tom Stockham, marketing@experticity.com

Remember the days when stores differentiated themselves against the competition on service? When consumers sought out expert product recommendations from knowledgeable sales associates? And bought from the one who worked hardest to help them find just the right product for their needs?

January 7, 2014

Amazon.com and L.L. Bean tied for the highest company-level customer satisfaction scores during the 2013 holiday season.

Ann Arbor, Mich. – Amazon.com and L.L. Bean tied for the highest company-level customer satisfaction scores during the 2013 holiday season. According to the ForeSee Experience Index: 2013 U.S. Retail Edition, Amazon and L.L. Bean both scored 90, while Priceline had the lowest company-level satisfaction score (75) of 100 top retailers included in the Index.

The study offers a comprehensive view of satisfaction at the company-level and across every applicable sales channel including store, contact center, web and mobile.

December 20, 2013

Overall in-store satisfaction has grown 23% in the last six years.

Scaumburg, Ill. - Overall in-store satisfaction has grown 23% in the last six years. Meanwhile, the annual Motorola Solutions Holiday Shopping study shows that satisfaction with the checkout process and the availability of store associates has increased 32% and 23% respectively since 2008.

November 5, 2013

Patagonia has selected 7thonline, a New York-based omni-channel merchandise and assortment management solution provider to help the retailer better match production supply with dynamic market demand to drive greater customer satisfaction and increased profitability.

New York -- Patagonia has selected 7thonline, a New York-based omni-channel merchandise and assortment management solution provider to help the retailer better match production supply with dynamic market demand to drive greater customer satisfaction and increased profitability.

October 22, 2013

Despite having more data and insights into consumer desires and preferences, companies in the U.S. have failed to meaningfully improve customer satisfaction or reverse rising switching rates among their customers.

New York - Despite having more data and insights into consumer desires and preferences, companies in the U.S. have failed to meaningfully improve customer satisfaction or reverse rising switching rates among their customers. As a result, there is a potential $1.3 trillion of revenue at play in the U.S. market represented by the ‘switching economy’, according to new research released by Accenture.

October 15, 2013

Black Friday shopping may be on the decline, according to a new study by CFI Group, a customer satisfaction technology and analytics firm.

Ann Arbor, Mich. -- Black Friday shopping may be on the decline, according to a new study by CFI Group, a customer satisfaction technology and analytics firm. The company’s 2013 Holiday Retail Spending Report found fewer than 25% of consumers plan to spend more than half of their total holiday shopping budgets during the Black Friday/Cyber Monday period. But 45% said they will begin before November, with 61% indicating they'll finish their shopping completely by early December

September 26, 2013

Online shoppers in the U.S. lead the world in customer satisfaction.

Reston, Va. -- Online shoppers in the U.S. lead the world in customer satisfaction. According to the latest UPS Pulse of the Online Shopper report released in conjunction with comScore, Inc., shoppers in the U.S. are the most satisfied with online shopping experiences at 83%, while consumers in the Asia Pacific are least satisfied at only 50%.

September 18, 2013

Publix Pharmacy is North America’s favorite based on customer satisfaction, according to a new study of 3,600 consumers conducted by customer intelligence solutions provider Market Force Information.

Boulder, Col. -- Publix Pharmacy is North America’s favorite based on customer satisfaction, according to a new study of 3,600 consumers conducted by customer intelligence solutions provider Market Force Information. Target was a close second and Kroger ranked third. All three received high marks in operational attributes such as service, cleanliness, atmosphere and checkout times.

Walgreens and CVS/pharmacy ranked the highest when those consumers were asked to name their pharmacy chain, with 18% identifying Walgreens and 17% CVS.  

August 8, 2013

Customer satisfaction is on the rise globally after more than a year in decline, with the average global customer satisfaction rating reaching 81% in the second quarter of this year.

San Francisco - Customer satisfaction is on the rise globally after more than a year in decline, with the average global customer satisfaction rating reaching 81% in the second quarter of this year. According to the new quarterly Zendesk Benchmark report, this about a 4% increase from an average rating of 78% in the previous quarter and the highest average rating since the first quarter of last year.

July 30, 2013

Online consumers in the United States are motivated by the ability to conduct transactions across multiple channels with convenience and positive shipping experiences.

Sandy Springs, Ga. -- Online consumers in the United States are motivated by the ability to conduct transactions across multiple channels with convenience and positive shipping experiences. These are two of the key findings of a new study from UPS and comScore, “Pulse of the Online Shopper.”

February 26, 2013

Customer satisfaction with retailers is on the rise, according to a report released by the American Customer Satisfaction Index.

Ann Arbor, Mich. -- Customer satisfaction with retailers is on the rise, according to a report released by the American Customer Satisfaction Index. In fact, it’s at an all time high, up 0.7% to 76.6 in 2012 on ACSI’s 100-point scale. And once again, Publix is on top, outperforming all other retailers (physical and pure online players) with a score of 86.

December 27, 2012

Amazon remains at the head of the class in terms of customer service, according to the annual Holiday E-Retail Satisfaction Index released Thursday by customer experience analytics firm ForeSee.

Ann Arbor, Mich. -- Amazon remains at the head of the class in terms of customer service, according to the annual Holiday E-Retail Satisfaction Index released Thursday by customer experience analytics firm ForeSee.

November 30, 2012

Amazon and Costco lead the pack lead the pack when it comes to the e-tailers that have most satisfied their customers, according to the 2012 Harris Poll Shopper Satisfaction Study of Online Retailers.

New York -- Amazon and Costco lead the pack lead the pack when it comes to the e-tailers that have most satisfied their customers, according to the "2012 Harris Poll Shopper Satisfaction Study of Online Retailers." The survey used a 100-point scale to measure customer satisfaction with the e-commerce sites of 14 big retailers. Amazon.com ranked first with a score of 82.

November 21, 2012

LLBean.com ranks highest among online apparel retailers with a score of 830 (on a 1,000-point scale), followed by LandsEnd.com (829) and Forever21.com (824), according to the J.D. Power and Associates 2012 Online Apparel Retailer Satisfaction Report.

Westlake Village, Calif. -- LLBean.com ranks highest among online apparel retailers with a score of 830 (on a 1,000-point scale), followed by LandsEnd.com (829) and Forever21.com (824), according to the J.D. Power and Associates 2012 Online Apparel Retailer Satisfaction Report. The study finds that satisfaction with online apparel retailers is significantly lower among online shoppers between the ages of 18 and 24 than among those 55 years of age and older.

May 9, 2012

Amazon continues to set the bar higher, achieving the highest rating on the annual Top 100 E-Retail Satisfaction Index by customer experience analytics firm ForeSee.

Ann Arbor, Mich. -- Amazon continues to set the bar higher, achieving the highest rating on the annual Top 100 E-Retail Satisfaction Index by customer experience analytics firm ForeSee. Amazon outdid its 2011 score, climbing three points to 89, and four points higher than the second highest scoring websites, Apple.com (85) and QVC.com (85). (Scores of 80 or higher on ForeSee's 100-point scale are considered superior customer satisfaction performances.)

May 3, 2012

Academy Sports + Outdoors, Katy, Texas, which operates 141 stores, ranks highest in customer satisfaction, according to the J.D. Power and Associates 2012 Sporting Goods Retailer Satisfaction Report.

Westlake Village, Calif. -- Academy Sports + Outdoors, Katy, Texas, which operates 141 stores, ranks highest in customer satisfaction, according to the J.D. Power and Associates 2012 Sporting Goods Retailer Satisfaction Report. The inaugural report measures the overall sporting goods retailer customer satisfaction experience by examining five key factors: staff, cost, facility, merchandise and sales/promotions.

April 27, 2012

Ace Hardware ranked highest in customer satisfaction in the J.D. Power and Associates 2012 U.S. Home Improvement Retailer Store Satisfaction Study.

Oak Brook, Ill. -- Ace Hardware ranked highest in customer satisfaction in the J.D. Power and Associates 2012 U.S. Home Improvement Retailer Store Satisfaction Study. Ace has taken the top spot ever since J.D. Powers began researching the home improvement category six years ago.

February 21, 2012

Publix Super Markets and Nordstrom are the highest ranked bricks-and-mortar retailers in a report released Tuesday by the American Customer Satisfaction Index (ACSI).

Ann Arbor, Mich. -- Publix Super Markets and Nordstrom are the highest ranked bricks-and-mortar retailers in a report released Tuesday by the American Customer Satisfaction Index (ACSI). While supermarkets overall are up 1.3% to 76, Publix remains the grocer to beat, with a score of 84.

The best of the best among all retailers — traditional or online — is Amazon, with a score of 86, followed by online retailer Newegg at 85. Next in line are two more websites: Overstock at 83 and eBay at 81.

January 26, 2012

The Finish Line said Thursday it has appointed Jay Custard as VP of digital marketing for the company.

Indianapolis -- The Finish Line said Thursday it has appointed Jay Custard as VP of digital marketing for the company.

Custard’s responsibilities include leading and directing corporate strategies involving digital customer acquisition, retention and superior customer satisfaction, as well as developing new strategies to support future growth.

He was previously VP of e-commerce, global, for Crocs.

January 12, 2012

A mobile commerce study released by customer experience analytics firm ForeSee found that Apple and Amazon rank far above all other retailers when it comes to mobile customer satisfaction.

Ann Arbor, Mich. -- A mobile commerce study released Thursday by customer experience analytics firm ForeSee found that Apple and Amazon rank far above all other retailers when it comes to mobile customer satisfaction.

When measuring how satisfied customers are with mobile shopping experiences of 16 of the largest e-retailers in the United States, Apple and Amazon, which scored 85 and 84, respectively, on the study’s 100-point scale, topped the list by a wide margin.

December 29, 2011

Survey results released Wednesday by customer experience analytics firm ForeSee found that Amazon has continued its trend of high customer service, while other online retail experiences suffered in 2011.

Ann Arbor, Mich. -- Survey results released Wednesday by customer experience analytics firm ForeSee found that Amazon has continued its trend of high customer service, while other online retail experiences suffered in 2011.

According to ForeSee’s annual Holiday E-Retail Satisfaction Index,
Amazon climbed two points to score 88 on the study’s 100-point scale, registering the highest score from any retailer in 14 consecutive studies.

December 9, 2011

Online menswear retailer Big Tall Direct said Friday it has partnered with TrustPilot to measure customer satisfaction.

Dallas -- Online menswear retailer Big Tall Direct said Friday it has partnered with TrustPilot to measure customer satisfaction.  

"By integrating TrustPilot with our existing systems, our potential consumers benefit from the shopping experience of our established consumers", said Rob Schlein, president, Big Tall Direct.

September 20, 2011

In a survey released Tuesday by J.D. Power and Associates, which polled customers about their expectations of their pharmacists, Good Neighbor Pharmacy, Health Mart, Kaiser Permanente Pharmacy, Publix and Target rank highest in pharmacy customer satisfaction in their respective segments.

Westlake Village, Calif. -- In a survey released Tuesday by J.D. Power and Associates, which polled customers about their expectations of their pharmacists, Good Neighbor Pharmacy, Health Mart, Kaiser Permanente Pharmacy, Publix and Target rank highest in pharmacy customer satisfaction in their respective segments.