American Customer Satisfaction Index (ACSI) Q4 Results Released Today

The American Customer Satisfaction Index (ACSI) Q4 results were released today.  The ACSI was founded at The University of Michigan in 1994 and is the leading measurement of Customer Satisfaction in the world.  And while others may make up acronyms and new gimmicks to try to measure consumer satisfaction, the ACSI is the only measurement that has the financial evidence behind it that proves its accuracy, reliability and precision.  And the only methodology that stands up to peer review and has the respect of Economists and Researchers around the world.

Fourth Quarter ACSI Results:  The fourth quarter results cover some very important sectors: Retail, Finance and E-Commerce.  Overall, the ACSI dipped by 0.1% to a 75.9, just 0.2 off its all time high and 0.2 above the Q4 2008 results.  Very impressive results considering the still difficult economy.  These results do not hurt the economic outlook and give us confidence that the economic recovery has a very good chance of continuing on its current pace. 

E-Commerce Key Findings (for the full report check out www.ForeSeeResults.com )

• Satisfaction with e-commerce is up nearly 2% since last year to 81.4.
• The increase in the overall e-commerce sector score is clearly driven by the rebounding online brokerage industry, up 5.4% to 78, with Fidelity and Charles Schwab sharing the top spot with a score of 79.
• The e-retail industry, always the strongest within the e-commerce sector, gains one point to a score of 82 and Netflix takes the top spot.
• The online travel industry ties its all time high aggregate score of 77, not seen since 2005.  Expedia holds the top spot.

Retail Sector: Customer Satisfaction with the retail sector, which includes department and discount stores, specialty retail stores, supermarkets, health and personal care stores and gas stations rose 1.3% to a score of 76.2.  Department and discount stores climbed 1.4% to an ACSI score of 75.  Some notable results include Target up 4% to a score of 80.  Specialty retailers rose 1.3% to a score of 77, with Barnes & Noble leading the way with a score of 84. Supermarkets remained unchanged with Publix continuing to lead the way with score of 86, up 5%.

Finance & Insurance:  This sector improved 1.4% to a score of 77.1, with Banks coming in with a score of 75 and Credit Unions registering 84.  Life Insurance rose 1.3% to 79, Health Insurance went up 2.7% to 75 and Property & Casualty Insurance dropped 1.2% to a score of 80.

You can find out more about the American Customer Satisfaction Index at www.ForeSeeResults.com and TheACSI.org

Summary

So, why is Customer Satisfaction important?  Well, as a leading economic index, the ACSI is unmatched.  And for individual companies an accurate measurement of customer satisfaction can give you the intelligence you need to make the right decisions to optimize your investments.  Consumers go where they are satisfied, so to win in the ultra competitive environment we live in today, companies must satisfy their customers or they face the risk of not surviving.

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