The American Customer Satisfaction Index has released its latest scores of retail businesses, so we thought we’d take a look at the department store rankings by constructing a handy graph. When it comes to customer satisfaction, apparently Dollar General is doing something right—and Wal-Mart, as usual, is doing lots of things wrong.
In the commentary on last quarters scores, ACSI says they’ve started including Nordstrom again because of its increasing market share, and back before it dropped off the survey in 2001, it held the top spot frequently, so no surprise there.
They also suggest that Dollar General, “which typically serves neighborhoods that may be too small to attract Wal-Mart,” may be scoring high because of its wide variety of items in such small retail spaces.
Sears and Kmart are pretty much exactly where we’d expect them after their plunging customer service last year.
One thing we’re not sure about is how the various recall disasters last year affected scores—clearly Dollar General emerged unscathed, despite its healthy dose of lead-tainted toys, Halloween pails, and holiday decorations.
“How are ACSI data collected?” [ACSI]
(Thanks to Shaula!)