ACSI: Overall Customer Satisfaction Falls In 2020
ANN ARBOR—The deterioration in customer satisfaction across all industries in the United States continued in 2020, with a 0.9 percent drop in the fourth quarter to a score of 73.7 (out of 100), according to the national American Customer Satisfaction Index. While the COVID-19 pandemic may have exacerbated things, the decline in ACSI began more than