• Ambulatory Care77 0.0%
  • Consumer Shipping81+1.3%
  • Cooperative Utilities78+2.6%
  • Federal Government68.0+6.4%
  • Hospitals75 0.0%
  • Investor-Owned Utilities75+4.2%
  • Local Government72.5+13.3%
  • Municipal Utilities72+5.9%
  • U.S. Postal Service73 0.0%
Ambulatory Care77 0.0%
Athletic Shoes80+2.6%
Automobiles & Light Vehicles823.8%
Cellular Telephones79+1.3%
Computer Software819.5%
Consumer Shipping81+1.3%
Cooperative Utilities78+2.6%
Credit Unions82.0+1.2%
Department & Discount Stores78+5.4%
Federal Government68.0+6.4%
Fixed-Line Telephone Service70+1.4%
Food Manufacturing83+9.2%
Full-Service Restaurants81-1.2%
Gasoline Service Stations76+1.3%
Health & Personal Care78+6.8%
Health Insurance72.0+4.3%
Hospitals75 0.0%
Internet Investment Services80.0+5.3%
Internet Search Engines & Information76-5.0%
Internet News & Opinion73-1.4%
Internet Retail83+3.8%
Internet Service Providers64+1.6%
Internet Social Media744.2%
Internet Travel Services791.3%
Investor-Owned Utilities75+4.2%
Life Insurance79.0+2.6%
Limited-Service Restaurants79+2.6%
Local Government72.5+13.3%
Household Appliances821.2%
Municipal Utilities72+5.9%
Personal Care & Cleaning Products83+7.8%
Personal Computers781.3%
Property & Casualty Insurance78.0-1.3%
Soft Drinks84+6.3%
Specialty Retail Stores80+3.9%
Subscription Television Service65+3.2%
Telephone service72 0.0%
Televisions & Video Players876.1%
U.S. Postal Service73 0.0%
Wireless Telephone Service71+1.4%

Remarkable Knowledge.
Experience That Matters.

Retail Satisfaction Barometer 2015

Consumer satisfaction with the retail experience has dropped slightly over the past year, according to results of CFI Group’s Retail Satisfaction Barometer (RSB) 2015, but data suggests that technology is playing a critical role in driving improved perceptions.

The RSB score for 2015 is 79 on a 0-100 scale, a 1-point drop from 2014. Out of the five market segments measured, only Large-Format Discount Stores saw an increased score. Despite a 2-point drop, Grocery Stores still have the highest overall satisfaction rating of 81. The RSB also measures Traditional Department Stores, Mall-Based Specialty Stores and Freestanding Specialty Stores.

For 2015, the RSB was expanded to include new insights aimed at customer-facing technology. Whether they were initiated for labor cost savings or to enhance customer experience, customers – from Baby Boomers to Millennials – are embracing technology.

The top three drivers of retail customer satisfaction are Checkout, Merchandise and Price. Though the overall scores remained stable or declined in four of the top five drivers of satisfaction, Checkout experienced a three-point jump due to the increased availability of self-checkout.

  • Customers are embracing technology. Sixty-five percent used self-checkout registers, 20% used in-store kiosks and 17% checked out with roaming store associates.
  • In-store kiosks use leads to a higher overall satisfaction score and increases in Likelihood to Spend More.
  • Seventy-six percent of respondents want personalized promotions and recommendations.
  • Eighty-five percent say it is Somewhat or Very Important to maintain consistent pricing between channels.


Press Release

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