Store/Branch Satisfaction Snapshot: Citizens And Barnes & Nobles Top The List

This is the second post that looks at what US consumers say about their satisfaction with experiences across nine different industries: banks, credit card providers, health plans, insurance firms, Internet service providers, investment firms, retailers, TV service providers, and wireless carriers.

Satisfaction with Store Interactions

Here are some highlights of consumer feedback on store/branch interactions:

  • Retailers (87%) and insurers (85%) had the highest satisfaction rates
  • Wireless providers (73%), credit card issuers (75%), and TV service providers (75%) had the lowest satisfaction rates
  • Citizens Bank (95%), Barnes & Nobles (94%), Credit Unions (93%), and Target (92%) led 11 firms with satisfaction rates of 90% or more
  • Capital One (67%) and Sprint (68%) had the lowest satisfaction rates

The bottom line: What’s in-store for your customers?

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (, and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile:

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