Sam's Club has made significant strides in customer satisfaction, surpassing longtime leader Costco and achieving the highest score among general merchandise retailers with 85 points. This achievement is largely attributed to the introduction of new technologies, including the popular Scan & Go app and AI-powered checkout methods, which have streamlined the shopping experience. The American Customer Satisfaction Index noted that brands meeting the preferences of younger consumers through digital innovations are thriving, while Costco's score remained flat for the third consecutive year, indicating a potential lag in adapting to consumer expectations.
Sam's Club posted the biggest improvement of any major general merchandise retailer, unseating its rival Costco with a significant jump in customer satisfaction rankings.
The ACSI noted a clear divide emerging between brands meeting younger consumers' expectations through digital features and those falling behind.
Sam's Club's Scan & Go app and new AI-powered exit tech were crucial in enhancing shopper experience and boosting customer satisfaction ratings.
While Costco maintained a flat score of 82, Sam's Club's innovations demonstrated that satisfaction ratings can reach new heights.
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