1/29/2016
Slumping Consumer Satisfaction
Ann-Marie Vazzano
Last year was characterized by lower customer satisfaction across the board, according to the American Customer Satisfaction Index (ACSI). Of the 43 industries tracked by ACSI, only five improved, while 30 declined and the rest had no change. In total, the Index includes more than 330 company measures, with some firms represented in several industries. Among the companies for which there are year-over-year data, 59% experienced a drop in customer satisfaction, while just 26% showed improvement. Facebook was the leader among all companies with gains in customer satisfaction, improving by 12% to a score of 75. The lowest-performing companies in customer satisfaction were in the telecom and airline categories. Among the 12 lowest company scores in the Index, all in the 50s, the vast majority reflected customer dissatisfaction with either Internet service or Pay TV.
GP