ACSI：2025年美国零售及物流配送业客户满意度调研报告（英文版）（18页）.pdf

1、January 28,2025AMERICAN CUSTOMER SATISFACTION INDEXACSI Retail and Consumer Shipping Study 2025Retail Environment Remains Challenging as Customers Focus on Convenience and ValueIn a challenging environment,customer satisfaction with the retail sector overall rises slightly,up 0.4%to an ACSI score of

2、 78.3.The general merchandise and online retailer industries each shift by 1%while specialty retailers and supermarkets are unchanged.Reported holiday sales were up strongly overall with data indicating that sales from the start of November through Christmas Eve 2024 rose 3.8%compared to 3.1%in 2023

3、.There are some key caveats,however.Black Friday is becoming less influential for in-person shopping as sales start earlier and more customers shop online.Big increases in online shopping include an 8.8%jump in online sales on Thanksgiving Day compared to 2023.Auto sales may have skewed the overall

4、holiday results,and the season was a struggle for supermarkets,clothing shops,and restaurants according to government data.WWW.THEACSI.ORG INFOTHEACSI.ORG 2025 AMERICAN CUSTOMER SATISFACTION INDEX LLC.ALL RIGHTS RESERVED.1SUPERMARKETSGENERAL MERCHANDISERETAILERS781%790%SPECIALTY RETAILERS790%GAS STA

5、TIONSCONSUMER SHIPPINGONLINE RETAILERS71-4%U.S.POSTAL SERVICE79-1%750%770%WWW.THEACSI.ORG INFOTHEACSI.ORG 2025 AMERICAN CUSTOMER SATISFACTION INDEX LLC.ALL RIGHTS RESERVED.2Customers are looking to retailers to provide value.Inflation has slowed but price increases have accumulated significantly in

6、recent years.Shoppers are also looking for convenience.Improvements in checkout technology helped Sams Club move to the top of the general merchandise category.The omnichannel shopping experience approaching full maturity and the increasing use of“buy online,pick up in store”purchasing makes the ali