Published August 25, 2021
It’s no surprise that customer satisfaction with online retail took a dive over the last year, as delivery delays and supply shortages originating from the COVID-19 pandemic were further compounded as companies rushed to replenish inventory. According to the American Customer Satisfaction Index (ACSI) Retail and Consumer Shipping Report 2020-2021, customer satisfaction in the retail sector overall dropped 2.3% to a score of 75.5 (out of 100), the industry’s lowest score since 2015. Despite retailers’ efforts to accommodate shoppers during the pandemic, such as expanding popular services like Buy Online Pick Up In Store (BOPIS) and curbside pickup, customers still remained largely unsatisfied across the board, with the ACSI reporting that 86% of retailers suffered from declines in customer satisfaction year over year.
