Customer satisfaction with automobiles has dropped three points this year to an index of 79 on the American Customer Satisfaction Index (ACSI)’s 100-point scale, marking its third consecutive year of declines and the lowest rating since 2004 (also 79). In…
Category: Consumer Satisfaction
What Are Consumers’ Top Customer Service Irritants?
Roughly 9 in 10 consumers have contacted customer service at some point in the past year, according to a recent survey from the Consumer Reports National Research Center. The study found that poor experiences abound, with half of respondents reporting…
Customer Service Satisfaction, by Channel
American adults are most likely to rate companies’ customer service via phone (90%) and online chat (85%) as meeting or exceeding expectations, according to a Northridge Group survey. That result is likely related to these being the only channels through…
Customers Loathe Pay TV and ISPs, Love Their Smartphones
Customer satisfaction with information services – including subscription TV, Internet, wireless and fixed line telephone, and computer software – drops 3.4% to an ACSI score of 68.8 on a 0 to 100 scale, the lowest level in seven years. According…
Customers Less Satisfied with Energy Utilities, Shipping and Healthcare
Following yet another harsh winter, customer satisfaction with gas and electric service providers is down 2.7% to an ACSI score of 74.3 on a 0-100 scale, according to the American Customer Satisfaction Index (ACSI). “Higher cost tends to weaken customer…