With global retail sales, both in-store and online, projected to hit $28 trillion in 20181, many opportunities exist for retailers to understand what drives customer satisfaction, loyalty, and increased spending. Additionally, the retail space is a market in which consumers continue to look for ways to empower themselves and the only constant that retailers need to accept is change. Deciding how to marry brick-and-mortar with the abundance of IT and selfservice solutions in order to provide a positive, satisfying customer experience will continue to represent a challenge as solutions continue to evolve. The task will be for retailers to provide the best possible experience for the customer—whether in-store, online, or a hybrid of both—in order to remain competitive and profitable in an industry that is continually changing to meet customer demands and desires.
CFI Group’s approach to precision monitoring and measurement of customer satisfaction helps retailers create insights for synergistic cross-channel decision making, empowering executives with the information they need to improve performance across every customer touchpoint.
Our proprietary data gathering and analysis tools, based on the ACSI methodology, provide retailers with deep insight into how they perform against constantly changing consumer expectations. With the release of the latest installment of our Retail Satisfaction Barometer, we’re also providing insight into how retailers perform on the whole, by segment, and in accordance with the expectations of specifically segmented customer groups. We will also be delving into topics such as customer-facing technologies, developed to put the power of the purchase into the hands of the customer. Additionally, we will be offering valuable insights about the crosschannel experience and the very relevant issue of data security. Understanding how the customer experience you create compares with that of your competitors weighs heavily on the difference between growth or retraction of market share and margins.
To maximize your appeal to the modern consumer, price, product availability, and service levels must be measured synergistically across the in-store and website/mobile experiences. The CFI Group Retail Satisfaction Barometer provides a one-of-a-kind, holistic view of performance across those variables and more. The purpose of this report is to provide an overview of the data gathered by the index and aid retail decision makers as they navigate this complex consumer environment.
center A new CFI Group report shows government contact center satisfaction rose slightly to 64, as measured on a 0-100 scale, up 1% from 2019. According […]
- July 7, 2020
center Download Press Release https://cdncom.cfigroup.com/wp-content/uploads/CFI-Radial-May2020-release-final.pdf icon-download left description The pace of change in retail customer service in recent years has been profound, with new technologies and […]
- May 20, 2020