Commentary Fourth Quarter 2013

National Customer Satisfaction Index Results for Supermarkets, Department Stores, Electronics Retailers, Pharmacies, Petrol Stations and E-Commerce 

Scores Q4 2013 »
Press Release Q4 2013 »

REQUEST PDF OF THE FULL REPORT (includes benchmarks and charts) »

March 4, 2014

The National Customer Satisfaction Index () gained 0.4% to 75.5 on a 0 – 100 scale in the final quarter of 2013. Even though this is first increase in customer satisfaction over the past year, the improvement is large enough to propel NCSI to a record level.

For most retail categories, customer satisfaction is stronger than it was a year ago. Supermarkets, Petrol Stations and Electrical Retailers all post gains, and Pharmacy Retailers enter the NCSI above the national average. Only Department Stores and E-Commerce show some deterioration, but online retail remains the highest-rated industry tracked by NCSI. Among individual retailers, gainers outnumber decliners: customer satisfaction is up for 45% of measured companies, down for 40%, and 15% register no change.

Click for free access to the full report and individual company scores.

This report provides customer satisfaction scores for all measured companies, website satisfaction and call centre satisfaction benchmarks at the industry level, as well as customer experience benchmarks specific to retail categories.

Only NCSI scores and industry-level benchmarks are published, but full company results are available to NCSI clients. Request NCSI more information  about NCSI sevices or email .