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U.S. 4th Quarter American Customer Satisfaction Index

U.S. customer satisfaction fell in the 4th quarter to 75.3 from 75.7 the previous quarter, according to the American Customer Satisfaction Index.

Customer satisfaction in the retail sectors of the economy which is comprised of supermarkets, gas stations and other retail stores, fell in the 4th quarter to 75 from 76.2 a year earlier. Each quarter the University of Michigan surveys a different sector.

The following table details changes in both the overall customer satisfaction index and the yearly change in the index for the retail and finance sectors:

===============================================================================
                                 4Q     3Q     2Q     1Q     4Q     3Q
                                2010   2010   2010   2010   2009   2009
===============================================================================
Customer satisfaction index     75.3   75.7   75.9   75.9   75.9   76.0
-------------------------------------------------------------------------------
===============================================================================
                                 4Q     4Q     4Q     4Q     4Q     4Q
                                2010   2009   2008   2007   2006   2005
===============================================================================
RETAIL                            75   76.2   75.2   74.2   74.4   72.4
Department and Discount Stores    76     75     74     73     74     75
  Nordstrom                       82     83     80     80    n/a    n/a
  Kohl’s                          81     79     80     79     80     80
  J.C. Penney Company, Inc.       80     79     78     77     78     78
  Dollar General                  80     79     75     78    n/a    n/a
  Target Corporation-Discount     78     80     77     77     77     78
  Dillard’s, Inc.                 78     78     75     76     75     76
  All Others                      76     75     74     75     74     77
  Macy’s Inc.                     76     71     74     75     71     74
  Sears, Roebuck & Company        75     74     72     72     73     73
  Wal-Mart Stores, Inc.           73     71     70     68     72     72
  AAFES                           73     73     73     72     70     74
Specialty Retail Stores           78     77     76     75     75     74
  Costco Wholesale Corporation    82     81     83     81     81     79
  Barnes & Noble                  82     84     83     83    n/a    n/a
  Office Depot                    81     76     75     78    n/a    n/a
===============================================================================
                                 4Q     4Q     4Q     4Q     4Q     4Q
                                2010   2009   2008   2007   2006   2005
===============================================================================
  Staples                         81     77     76     77    n/a    n/a
  Borders Group                   80     81     79     81    n/a    n/a
  SAM’s Club                      78     79     79     77     78     76
  Lowe’s Companies, Inc.          77     79     76     75     74     78
  Best Buy                        77     74     74     74     76     71
  All Others                      76     77     78     76     75     73
  The TJX Companies               76     78     73     74    n/a    n/a
  The Home Depot, Inc.            75     72     70     67     70     67
  Office Max, Inc.                74     77     74     76    n/a    n/a
  The Gap, Inc                    74     75     75     75    n/a    n/a
Supermarkets                      75     76     76     76     75     74
  PUBLIX Super Markets, Inc.      84     86     82     83     83     81
  Whole Foods Market Inc.         79     76     75     73    n/a    n/a
  The Kroger Company              78     78     77     75     76     74
  All Others                      77     78     79     77     75     77
  Winn-Dixie Stores, Inc.         76     74     73     71     76     73
  SUPERVALU, Inc.                 74     77     74     74     74     77
===============================================================================
                                 4Q     4Q     4Q     4Q     4Q     4Q
                                2010   2009   2008   2007   2006   2005
===============================================================================
  Safeway, Inc.                   74     72     75     72     74     71
  Wal-Mart Stores, Inc.           71     71     68     71     69     70
Health/Personal Care Stores       77     78     78     78     78     76
  All Others                      81     79     80     80     79     78
  Walgreen Co.                    77     77     77     78     76     76
  Rite Aid Corporation            75     76     76     73     75     72
  CVS Corporation                 74     77     77     80     78     74
Gas-service Stations              70     76     74     70     71     69
E-COMMERCE                      79.3   81.4     80   81.6     80   79.6
Travel                            78     77     75     75     76     77
  Expedia                         79     79     77     75     78     79
  All Others                      79     78     77     79     76     79
  Travelocity                     77     75     75     73     74     75
  Orbitz                          75     76     74     73     75     74
  Priceline.com, Inc.             73     76     72     73     72     72
Retail                            80     83     82     83     83     81
  Amazon.com, Inc.                87     86     86     88     87     87
===============================================================================
                                 4Q     4Q     4Q     4Q     4Q     4Q
                                2010   2009   2008   2007   2006   2005
===============================================================================
  Netflix                         86     87     85     84    n/a    n/a
  Newegg                          84     86     88     87    n/a    n/a
  Overstock.com                   83     82     82     80    n/a    n/a
  e-Bay, Inc.                     81     79     78     81     80     81
  All Others                      78     83     82     82     82     80
Brokerage                         78     78     74     79     78     76
  Charles Schwab & Co., Inc.      80     79     78     82     80     74
  Fidelity                        78     79     80     84     80    n/a
  All Others                      78     78     74     78     77     79
  TD Ameritrade                   77     76     71     80     77    n/a
  E*TRADE Securities, Inc.        76     74     69     73     74     71
===============================================================================
SOURCE: University of Michigan Business School, American Society for Quality
 and the CFI Group.

To contact the reporter on this story: Kristy Scheuble in Washington at kmckeaney@bloomberg.net

To contact the editor responsible for this story: Marco Babic at mbabic@bloomberg.net

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