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Customer Satisfaction

Retail Technology Series


How can retailers measure customer satisfaction? Quantifying areas like throughput, performance, delivery outcomes, customer needs and mind share are places to explore, but smart retailers also know they must deliver exceptional customer experiences while also staying true to their roots and brand. In particular, the millennial consumer is keen on authenticity, unique interactions and value.

Our industry insiders, Ben Tickner, principal, and Brion Reusche, director, at RSM US LLP,  and Cathy Hotka, principal, at Cathy Hotka & Associates, LLC, share key technology insights related to customer satisfaction in this brief video.



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