American Customer Satisfaction Index

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American Customer Satisfaction Index

An economic indicator in the United States. It measures satisfaction with various products in approximately 80,000 consumers a year. It uses econometric modeling to complement the surveys. The Index has been published since 1994 and is based at the University of Michigan.
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ACSI said the brightest spot in the thirdquarter manufacturing non-durables results is the brewing industry, where all measured companies racked up gains in consumer-perceived quality.
(According to the 2005 ACSI index, Wal-Mart ranked number 8 of 10 department and discount stores, only ahead of Army and Air Force PXs and Kmart.) Target, by contrast, offers some of the same conveniences as Wal-Mart but doesn't try to undercut them on price.
Established in 1994, the American Customer Satisfaction Index (ACSI) is a uniform and independent measure of household consumption experience.
The ACSI provides annual indices for seven economic sectors and 33 industries, from over 180 private sector companies.
One ACSI member described the cruise industry's ships as "floating cesspools."
Credit unions and banks both have an ACSI score of 81, yet the former is trending in the wrong direction.
But users report they're even less satisfied with the amount of advertising on social media sites than with privacy protections," said David VanAmburg, Managing Director at ACSI.
According to ACSI's data, customers were happier with full-service restaurants in just about every aspect of service over the past year.
Southwest holds steady at an ACSI score of 80 for the third straight year, likely a reflection of low fares and focus on customer service.
The ACSI report also ranked the bank at the top among national banks for customer loyalty, customer retention, website satisfaction, call centre satisfaction, ease of adding/changing accounts, competitiveness of rates, and speed of transactions in branches.
Customer satisfaction with finance and insurance overall is up 0.9% to an ACSI score of 77.2 on a 100-point scale.