Cost-Conscious Shoppers Reward Retailers That Deliver Value and Smooth Experiences Online and In Store, ACSI Data Show

The latest American Customer Satisfaction Index (ACSI) Retail and Consumer Shipping Study shows that overall customer satisfaction across retail and shipping sectors has inched up slightly in 2026, with some segments like specialty and online retailers seeing gains, while supermarkets and other categories face varied results as value-focused shoppers continue to tighten their expectations.

With customers placing greater emphasis on convenience, experience and reliability, brands that deliver smoother purchase and delivery experiences are better positioned to strengthen loyalty and stand out in a competitive market.