Customer Satisfaction in Recession

Overall customer satisfaction has declined for two consecutive quarters according to findings of the American Customer Service Index, released today by the University of Michigan. Department and Discount Stores yielded their lowest satisfaction levels since 2001.

  • Wal*Mart dropped 6% to an all-time low of 68 percent.
  • Home Depot fell 4% to 67 percent.
  • Best Buy sank 3% with a score of 74 percent.
  • Circuit City was one of the few to gain (3%) to 71%.

Overall, supermarkets and banks were up slightly by 1.3 percent each; while the finance and insurance industries fell slightly by between 0.7 to 1.4 percent.

Refreshingly, eCommerce provided steady gains of 2 percent, reaching a new high of just under 82 percent – with Amazon, Newegg and Netflix achieving the highest rankings.

For more information, read Customer Satisfaction down again

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