ANN ARBOR—The third quarter report of the American Customer Satisfaction Index predicts a bleak future for the United States economy, as customer satisfaction dropped 1.2 percent, its largest quarterly percentage fall in almost 20 years. While such a change may seem numerically small, it’s highly significant due to the measurement precision of the ACSI. Because quality, as
ANN ARBOR—The U.S. auto industry, like the economy at large, couldn’t escape the crosshairs of the COVID-19 global pandemic. But that’s not the only hurdle the industry has to overcome: New data indicate an ongoing, industrywide customer satisfaction decline. Overall customer satisfaction with automobiles and light vehicles slid 1.3 percent to a score of 78
ANN ARBOR—When the COVID-19 pandemic ramped up in the United States in March, visits to general news websites skyrocketed and social media usage surged. Yet, even before the pandemic sent traffic soaring across the e-business segment, customer satisfaction overall was weakening. Customer satisfaction in all three e-business categories—social media, search engines and information, and news
ANN ARBOR — Facebook, LinkedIn, and Twitter have the least satisfied users in social media, according to the latest data from the American Customer Satisfaction Index 2018 E-Business Report. Customer satisfaction with social media as a whole fell 1.4 percent to a score of 72 on the ACSI’s 100-point scale, ranking it among the bottom
ANN ARBOR - Despite the fact that smartphones dominate computer sales, customer satisfaction with personal computers halted a three-year decline, with tablets reclaiming a slight edge over laptops. In the latest American Customer Satisfaction Index, PCs gained 1.3 percent to 78 on ACSI’s 100-point scale. Tablets improve by 4 percent to 78, while laptops rose
