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 …
Auto industry skids to all-time low in customer satisfaction
ANN ARBOR—The U.S. auto industry, like the economy at large, couldn’t escape the crosshairs of the COVID-19 global pandemic. But that’s not the only hurdle the industry has to overcome: …
ACSI plunges in second quarter
ANN ARBOR—Officials at American Customer Satisfaction Index LLC say satisfaction with both retailers and government services plunged in the second quarter amid the coronavirus pandemic shutdowns. As the COVID-19 pandemic …
Customer satisfaction with news, social media slides despite surge in traffic
ANN ARBOR—When the COVID-19 pandemic ramped up in the United States in March, visits to general news websites skyrocketed and social media usage surged. Yet, even before the pandemic sent …
Video streaming satisfaction grows, but cable TV remains in ACSI’s basement
ANN ARBOR—The coronavirus pandemic has changed the way Americans work and how they spend their leisure time, putting a spotlight on both high-speed internet service and in-home entertainment options. Video …
ACSI: Americans more satisfied with banks than credit unions for first time in survey history
ANN ARBOR–The latest Finance, Insurance, and Health Care Report from the Ann Arbor-based American Customer Satisfaction Index showed that banks have surpassed credit unions in customer satisfaction, an ACSI first. …
Customer satisfaction with social media steady: UM’s ACSI
ANN ARBOR—User satisfaction with social media isn’t falling, but the industry has room for improvement. After dropping in 2018, customer satisfaction with social media overall held steady at 72 on …
Wireless customer experience report: T-Mobile tops for value, Verizon tops for network quality
ANN ARBOR—As wireless telephone service readies for the transition to 5G service, customers satisfaction with the industry has climbed 1.4 percent to a score of 75 on a 100-point scale, …
Customer satisfaction with utilities dips, ACSI says
ANN ARBOR—Following a slight bump in 2018, residential customer satisfaction in the energy utilities sector has taken an about-face one year later, according to the American Customer Satisfaction Index (ACSI) …