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TROY—During the past year, there were similar amounts of appliance shoppers needing new appliances because their existing ones failed, as there were customers needing to service their appliance but opted …
TROY—The latest studies from the customer experience analytics firm J.D. Power found that a record 67% of retail bank customers in the United States used their bank’s mobile app during …
ANN ARBOR—When COVID-19 forced Americans to stay home, many turned to streaming, taking solace in their ability to binge-watch entertainment of all shapes and sizes. But it was only a …
ANN ARBOR—Household power consumption surged during the pandemic, but customer perceptions of utilities barely budged. Residential customer satisfaction with the energy utilities sector overall ticked down 0.1 percent to 72.0 …
ANN ARBOR—While much of the retail sector anticipates a turnaround in 2021, customer satisfaction is not heading in the right direction. The retail sector declined 2.3 percent to a score …
ANN ARBOR—The deterioration in customer satisfaction across all industries in the United States continued in 2020, with a 0.9 percent drop in the fourth quarter to a score of 73.7 …
ANN ARBOR–Citizen satisfaction with U.S. federal government services is in free fall. Citizen satisfaction plummeted 4.4 percent to a score of 65.1 out of 100 in the American Customer Satisfaction …
ANN ARBOR—Customer satisfaction with so-called nondurable manufactured goods has fallen during the pandemic, according to the American Customer Satisfaction Index. The sector’s score fell 1.5 percent from a year earlier …
ANN ARBOR—The latest customer experience data from the American Customer Satisfaction Index shows mixed results during the pandemic for travel industries, including airlines, hotels, car rentals, and online travel agencies. …
ANN ARBOR—The third quarter report of the American Customer Satisfaction Index predicts a bleak future for the United States economy, as customer satisfaction dropped 1.2 percent, its largest quarterly percentage …