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 …
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 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 …
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 …
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 …
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 …
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. …
ACSI: Quality, quantity of U.S. economic output in a freefall
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 …
Customer satisfaction plunges in financial services
ANN ARBOR—A new report from the American Customer Satisfaction Index finds that Americans find little to be satisfied with when it comes to financial services. Following a slight dip last …
Amazon falters in pandemic; Costco, Etsy, and Nordstrom take online retail crown
ANN ARBOR—To absolutely no one’s surprise, new survey results from the American Customer Satisfaction Index show that 2020 has been a tough year for retailers. Four out of five retail …