2025年ACSI零售与消费者物流研究
ACSI®Retail and Consumer ShippingStudy 2025 January 28, 2025 Retail Environment Remains Challenging asCustomers Focus on Convenience and Value In a challenging environment, customer satisfaction with the retail sector overall risesslightly, up 0.4% to an ACSI score of 78.3. The general merchandise and online retailerindustries each shift by 1% while specialty retailers and supermarkets are unchanged.Reported holiday sales were up strongly overall with data indicating that sales from thestart of November through Christmas Eve 2024 rose 3.8% compared to 3.1% in 2023.There are some key caveats, however. Black Friday is becoming less influential for SUPER MAR KETS% GAS STATIONS% CONSUMER SHIPPING% Customers are looking to retailers to provide value. Inflation has slowed but price increases have accumulated significantly inrecent years. Shoppers are also looking for convenience. Improvements in checkout technology helped Sam’s Club move to thetop of the general merchandise category. The omnichannel shopping experience approaching full maturity and the increasinguse of “buy online, pick up in store” purchasing makes the alignment between the online and brick-and-mortar experiencescritical. Retailers that offer strong mobile shopping options and are ready to deliver quickly have a great opportunity. Mobile ACSI results are based on surveys conducted over a 12-month period ending in December 2024. ACSI scores are reported on Key Takeaways GENERAL MERCHANDISE RETAILERS •Customer satisfaction with general merchandise retailers is up slightly (1% uptick to 78) with improvements in courtesy andhelpfulness of staff and checkout speed helping drive the gain. •Sam’s Club is leveraging new technology to jump 5% to 85, becoming the leader not only among warehouse clubs but alsogeneral merchandise retailers overall. The company’s Scan & Go service helps customers skip checkout lines altogether. •The customer experience exhibits mixed results, with strong performance overall, including the value of store credit cards,mobile app quality, and mobile app reliability. Mobile apps can drive store traffic, such as online orders for in-store pickup. SPECIALTY RETAILERS •Specialty retailers overall are flat at an ACSI score of 79, with most aspects of the customer experience slightly lower or •Pet Supplies Plus enjoyed strong growth in 2024, helped by its industry-leading ACSI performance (up 2% to 84). The chainearns strong scores for customer service, including courtesy and helpfulness of staff and checkout speed. •With 70% of U.S. consumers actively buying products related to wellness and self-care, Ulta Beauty (up 4% to 83) andBath & Body Works (up 3% to 82) make big gains. ONLINE RETAILERS •Chewy continues its dominance in the e-commerce market with an ACSI score of 85 (up 1% from 2024). The pet supplye-retailer has ranked number one among online retailers in all three years of ACSI measurement. •Online retailers overall slip 1% to 79, with customer satisfaction dropping year over year for most brands. Home Depot countersthe trend with a 3% rise to 79. • Temu debuts with an ACSI score of 75, trailing key competitor Amazon (unchanged at 83) by 8 points. •With the proliferation of mobile shopping, most online retailers are delivering a favorable experience to app users. Mobile appsreceive high marks for their quality and reliability, although the latter suffers a modest decline. SUPERMARKETS •After last year’s surge in supermarket customer satisfaction, the industry experiences stability, holding steady with an ACSI •Trader Joe’s (unchanged) and Publix (down 1%) share the lead at 84, with most chains experiencing little or no movement in •Supermarket brands with small score increases are those that capitalized on improvements made in previous years to provide •Regional winners often show higher satisfaction within their region than in the full cohort of supermarkets, suggesting that ahome-field advantage and local marketing may provide an additional boost to well-loved brands. GAS STATIONS •A year ago, customer satisfaction with gas stations surged higher as fuel prices declined. As prices decrease further, gas CONSUMER SHIPPING AND MAIL •Overall customer satisfaction with consumer shipping is static from last year at an ACSI score of 77, although deliverytimeliness and mobile apps experience slight decreases. •ACSI newcomer Amazon Shipping leads all delivery companies with the top score of 81. Study Findings Customer satisfaction is a driving force that impacts the financial outlook of individual firms and the health of the U.S. economyat large. New results from the American Customer Satisfaction Index (ACSI®) provide customer satisfaction benchmarks for fiveretail sector industries—general merchandise retailers, specialty retailers, online retailers, supermarkets, and gas stations—as GENERAL MERCHANDISE RETAILERS General merchandise retailers overall improve customer satisfaction slig