American Customer Satisfaction Index Managing Director David VanAmburg on the State of Retail During the Pandemic.

Normally, the American Customer Satisfaction Index (ACSI) does one extensive survey each year for every industry it covers. This year, as you almost certainly know, has not been a normal year. The pandemic has accelerated a number of trends and has caused some shorter-term changes to how people shop for a number of things including groceries.

That led the ACSI to decide to do a second set of surveys this year covering retail, supermarkets, and internet retail. The results showed that things have changed for many companies in this space. It’s a case where some winners when it comes to dollars may not be doing a great job keeping customers happy.

ACSI Managing Director David VanAmburg joined the 7investing podcast to help parse the results and to explain which companies have proven to be the winners and losers when it comes to customer satisfaction. That’s not always a clear answer, but the ACSI report shows that some of retail’s big winners may not be keeping their customers happy and that’s something investors should at least consider.

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