(ACSI: Ann Arbor, MI) -- Retailers reverse course after two years of declining customer satisfaction, according to the American Customer Satisfaction Index (ACSI). Retail Trade is up 4.7 percent to a score of 78.3 on a 100-point scale, an all-time high for the sector.

The ACSI covers six retail industries: department and discount stores, gas stations, drug stores, specialty retail stores, supermarkets, and online retail. All retail categories improve year over year in the 2016 holiday shopping season, while online retail continues to dominate. With mall traffic dwindling, less crowded stores are not hurting customer satisfaction either.

“As traditional outlets such as Sears, Macy’s and JCPenney shed properties, shoppers may experience better service in the stores that remain,” says David VanAmburg, ACSI Managing Director. “Although this is obviously not ideal or sustainable in the long run, fewer customers mean shorter lines, faster checkout and more attention from sales staff.”

Department and discount stores gain 5.4 percent to 78. Dillard’s takes first place, up 4 percent to an ACSI score of 83. In second place, JCPenney is the biggest gainer, up 11 percent to 82.

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