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MARKETING MAVEN:

Q:  According to the most recent ACSI survey, which industries had the greatest increase and decrease in customer satisfaction?

 

 

Answer:

The American Customer Satisfaction Index (ACSI) measure customer satisfaction levels in different industry sectors each quarter.  The rankings (by change from previous year) for  industries measured in the 4th quarter of 2004 are as follows:

 

 

Industry

Change From Previous Year

Specialty Retail Stores

1.4%

Banks

0.0%

Property & Casualty Insurance

-1.3%

E-Commerce Auctions

-1.3%

E-Commerce Brokerage

-1.3%

E-Commerce Travel

-1.3%

Supermarkets

-1.4%

Department & Discount Stores

-2.6%

Life Insurance

-2.6%

Health Insurance

-4.3%

E-Commerce Retail

-4.8%

Gas Stations

-6.7%

 

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