Team Clark is adamant that we will never write content influenced by or paid for by an advertiser. To support our work, we do make money from some links to companies and deals on our site. Learn more about our guarantee here.
Good customer service is hard to find. And it appears the coronavirus pandemic has made that more true than ever.
A new report from the American Customer Satisfaction Index (ACSI) shows that, since the pandemic began, shopper fulfillment has fallen in four of the five retail sectors the organization measures.
Those four sectors are:
The only retail category where customer satisfaction remains unchanged from a year ago is drug stores, according to an ACSI news release.
The results of ACSI’s special COVID-19 retail study are based on surveys collected from April 1 to September 30, 2020.
“From the onset of COVID-19, consumer expectations of retailers took a massive hit,” David VanAmburg, ACSI managing director, says in the release. “Customers braced for delayed packages, empty grocery store shelves, and hard-to-find name brands. Of course, just because they expected this, doesn’t mean they were thrilled about it. As customer satisfaction slips, retailers must adapt to the new market. It’s clear they have their work cut out for them.”
Here are some key findings from the report, which scores on a 100-point scale:
Let’s look at the customer satisfaction scores for department and discount stores.
Top Department and Discount Stores for Customer Satisfaction During COVID | |
Retailers | April-September 2020 ASCI Score |
Costco | 81 |
Belk | 79 |
Dillard’s | 79 |
Kohl’s | 79 |
Nordstrom | 79 |
Sam’s Club (Walmart) | 79 |
Macy’s JC Penney | 78 |
BJ’s Wholesale Club | 77 |
All Others | 76 |
Target | 76 |
Department & Discount Stores | 75 (Average) |
Now let’s look at how Amazon, Etsy and other internet retailers scored, according to ACSI.
Top Internet Retailers for Customer Satisfaction During COVID | |
Retailers | April-September 2020 ASCI Score |
Costco | 80 |
Etsy | 80 |
Nordstrom | 80 |
Kohl’s | 79 |
Newegg | 79 |
HP Store | 78 |
Nike | 78 |
Amazon | 77 |
Best Buy | 77 |
eBay | 77 |
Internet Retail | 77 (Average) |
It’s a fact of life that shoppers may have to adjust their expectations as retailers continue to pivot their businesses to operate amid the pandemic.
Here are some ways you can continue to get the most out of your shopping experience and save money in the process:
This post was last modified on November 20, 2020 12:24 pm
If you plan to take an international flight or cruise anytime soon, there's one free…
Pop quiz: What's money expert Clark Howard's favorite tax-advantaged retirement tool? If you guessed Roth…
Are you considering subscribing to NFL Sunday Ticket for the upcoming season? Now may be…
Did you know major changes are coming for the way credit card processing fees are…
There’s a lot to love about Costco. The company has deals on just about every…
Money expert Clark Howard started a travel agency in his mid-20s and grew it into…