Bad Customer Service Equals Good Sales

Consumers might be happier with where they shop, but that still doesn’t mean they’re purchasing more. The American Customer Satisfaction Index numbers recently came in, and it increased 0.9% during the fourth quarter, brining it to 75.7 overall on a scale of 100.The two chains on top, with scores of 80, were Kohl’s and Nordstrom. Too bad their sales don’t reflect the score. Kohl’s same-store sales fell 6.9% in January, while Nordstrom recorded an 11.4% plunge during the same period.All of this actually seems like it’s good for the consumer and bad for retailers. “As the economy slumps, more pressure is on retailers to make a sale, [which] forces them to pay attention to customer experience,” University of Michigan professor Claes Fornell is quoted in one article.Surprisingly (or maybe not), Dollar General, one chain that saw its favor with consumers fall by 3.8%, to 75, actually had a good quarter. That chain saw same-store sales rise 9.4% and is planning on opening 450 new units this year.So does that mean a bad shopping experience is an indicator that a retailer is performing well?