Berman and Evans reference the American Customer Satisfaction Index in Table 20-3 of the textbook. Go to the ACSI website at www.theacsi.org and explore the website for a few minutes.
Next, go to the National, Industry, and Sector Results page at http://www.theacsi.org/national-economic-indicator/national-sector-and-industry-results.
Examine the customer satisfaction results and answer the following questions:
- Which sectors related to retail display the lowest ratings? From
a retail strategy perspective, why do you think this is the case?
- From a retail strategy perspective, why do you think the sectors in
the e-commerce industry earned the rankings that are reflected?
Now, navigate to the page that shows benchmarks by company: http://www.theacsi.org/customer-satisfaction-benchmarks/benchmarks-by-company.
Find a favorite retailer of yours on the list and examine the companys
rankings compared to its competitors. How can this benchmark
information help inform a retailers strategy? If you were the CEO of
the company you chose, what would you do to either improve or reinforce
your companys position on the benchmarking chart?
Total answer can be a few short paragraphs
Please include at least 1 source