Mult ichannel retailers win while customer loyalty wanes for biggest U.S.retailers; satisfaction stagnates across Web and Mobile channels during 2013 holiday season.
The most satisfied shoppers this holiday season were the ones thatinteracted with a retailer across multiple channels. The majority of customers (57%) were single-channel users witha satisfaction score of 82, and there maining 43% who used two or more channels to engage with the company recorded a satisfaction score of 85.