US shoppers’ retail satisfaction falls as online continues to dominate

Poor customer service and the growth of mobile apps have contributed to bricks-and-mortar’s decline

The US high street is suffering a similar fate to that of the UK, as consumers stay away from bricks-and-mortar stores in favour of online retail opportunities, says a new survey.

According to the American Customer Satisfaction Index’s (ASCI) Retail and Customer Shipping Report 2018-2019, customer satisfaction with retail is down for the second year in a row, slipping 0.9% to 77.4 on ASCI’S 100 point scale.

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