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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I am a vegetarian VP of sales and marketing and brand ambassador for GroupMail, the award-winning email marketing software that is loved by awesome people in over 160 countries around the world. I <3 canoeing, kayaking, hiking, beach combing, going on road trips and planning the (wildly anticipated) annual All-Night-Stay-Up-Night with my daughters!
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