Claes Fornell Archives - CDR – Chain Drug Review

Satisfaction among shoppers is on the decline

March 14, 2016 by Geoff Walden and Chain Drug Review ACSI, American Customer Satisfaction Index, Claes Fornell, customer satisfaction 2016, Issue 03-14-2016, Issues, News

ANN ARBOR, Mich. — Two years removed from its all-time high, customer satisfaction with the retail sector — including drug chains — has fallen for a second consecutive year. Fourth quarter data from the American Customer Satisfaction Index (ACSI) show a slide of 2.6% to 74.8 on a 100-point scale. Despite the decline for 2015,

Drug stores see decline in customer satisfaction

February 24, 2016 by Chain Drug Review ACSI, ACSI Retail Report 2015, American Customer Satisfaction Index, Claes Fornell, customer satisfaction with drug stores, retail pharmacy Business, Featured Articles, Leading Headlines, Retail News

ANN ARBOR, Mich. — Customer satisfaction with drug stores fell last year as part of an overall decline among retailers, according to the American Customer Satisfaction Index (ACSI). ACSI covers six retail sectors — drug stores, supermarkets, department and discount stores, specialty retail stores, online retail and gas stations — and reports measures on a