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Tag: American Customer Satisfaction Index

Customer Experience / Online Shopping / Retail Technology

Retail sector satisfaction slips, but ACSI finds many bright spots

ANN ARBOR–The latest American Consumer Satisfaction Index review of the retail trade sector shows that satisfaction has slipped 0.5 percent over the past year to a level of 74.7 out …

Auto Industry / Customer Experience

J.D. Power finds auto satisfaction is stalled

ANN ARBOR—Customer satisfaction with the auto industry is stuck in neutral. Overall customer satisfaction with automobiles and light vehicles is unchanged with a score of 78 out of 100, according …

Customer Experience

Customer satisfaction decline ends: ACSI

ANN ARBOR—Overall customer satisfaction with business products and services in the United States, tracked by the American Customer Satisfaction Index, showed no change in the second quarter of this year. …

Broadband / Customer Experience / Telecommunications

Latest ACSI for cable, streaming shows signs of COVID fatigue

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 …

Customer Experience / Utilities

Pandemic caused surge in power use, but not in love for utilities

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 …

Customer Experience / E-Commerce / Retail Technology

Customer satisfaction with retail drops

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 …

Customer Experience

ACSI: Overall customer satisfaction falls in 2020

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 …

Customer Experience

ACSI finds tumbling satisfaction with federal services

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 …

Apparel Industry / Consumer Products / Customer Experience

Consumer satisfaction with nondurables falls

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 …

Coronavirus / Customer Experience / Travel and Tourism

Airline passenger experience improves, hotels struggle: ACSI

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. …

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