July 8, 2015

Retailers who want to keep their customers happy and ensure positive word-of-mouth need to follow the “five-day rule” when fulfilling deliveries.

July 8, 2015

Lowe's ranks highest in customer satisfaction with appliance retailers.

July 1, 2015

Customers are less satisfied with fast food as their discretionary income improves and preferences shift in favor of quality over price.

June 23, 2015

Customer satisfaction with goods and services purchased and consumed in the U.S. suffered a fifth consecutive quarterly decline, sending the American Customer Satisfaction Index (ACSI) to its lowest point since 2006.

May 27, 2015

The stereotype of the beleaguered customer service representative who can’t keep up may have some truth to it. A recent study from Glance Networks, a provider of visual engagement, found that 73% of customer service professionals have difficulty meeting their performance metric goals.

April 29, 2015

Despite economic indicators that show the recession is over, customers are slightly less satisfied in 2015 than they were the prior year.

March 24, 2015

According to new data from the American Customer Satisfaction Index (ACSI), the national level of customer satisfaction dropped 0.5% to 75.2 in fourth quarter 2014.

February 18, 2015

Customer satisfaction with retail is down for the first time in four years.

December 29, 2014

Watch out Amazon, QVC is at your back—at least when it comes to  customer satisfaction. 

December 9, 2014

Rolling Stones fans will sympathize with the devilish problem facing American customers, who couldn’t get satisfaction in the third quarter of 2014.

October 7, 2014

Sixty-two percent of consumers expect live chat to be available on mobile devices, and 82% would use it, according to a new study commissioned by Moxie Software.

October 3, 2014

Nearly two-thirds (62%) of 400 digital marketers surveyed view improving customer satisfaction as the top reason to invest more in technology.

September 18, 2014

Forty-one percent of online retailers plan to offer free shipping and returns as a strategy to increase holiday sales this year, according to a new survey by Channel Advisors, and free shipping also ranked as the most successful service feature for generating a higher level of customer satisfaction.

July 21, 2014

Showrooming may not be as concerning as many traditional retailers once thought. In fact, retailers who embrace clienteling and other strategies can leverage showrooming as an element of the overall all-channel experience for their customers.

July 10, 2014

Hhgregg ranks highest in appliance retailer customer satisfaction, followed by Lowe’s, according to the J.D. Power 2014 Appliance Retailer Satisfaction Study.

June 25, 2014

Kroger is the highest ranked gasoline retailer for customer satisfaction among American consumers.

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.

February 19, 2014

Customer satisfaction improved for a third consecutive year for retail.

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?

January 7, 2014

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

December 20, 2013

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

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.

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.

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.