Does poor customer service pay?
It’s generally held in retailing circles that poor customer service has a correlation to sales. If you tick customers off enough, they’ll go elsewhere to shop. That’s what makes findings from the latest American Customer Satisfaction Index (ACSI) so interesting. Because even as consumers say they hate shopping at certain retailers, those very same chains are among the most successful in the U.S.
Here’s the ACSI list of the 10 worst retailers when it comes to satisfying customers.
2. Rite Aid
7. Best Buy
Interestingly, customer satisfaction at retail actually improved for the third consecutive year, according to ACSI. The increase resulted from higher marks given by consumers to specialty retail stores, supermarkets and drugstores. The rating for department and discount stores remain unchanged.
Another interesting part of the research was that satisfaction with online retailers fell. ACSI put the blame on late orders not being delivered in time for Christmas. Here too, consumers continue to increase what they buy online even though retailers and package carriers may not be fully up to meeting those demands during peak periods as seen during the holidays.
- Traditional Retail Stores More Satisfying, While Growing Demand Strains Customer Service for Internet Retail – American Customer Satisfaction Index
- These 10 retailers had the worst customer satisfaction ratings for 2013 – The Washington Post
- 10 Retailers With the Worst Customer Service – TIME
Why do Americans continue to shop with retailers to which they assign low customer satisfaction ratings? Is improved customer service enough to convince consumers to shop in brick and mortar stores rather than buying online?