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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…
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