U.S. 4th Quarter American Customer Satisfaction Index
By Alex Tanzi -
2012-02-21T05:00:00Z
U.S. customer satisfaction rose in the 4th quarter to 75.8 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, rose in the 4th quarter to 76.1 from 75 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:
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4Q 3Q 2Q 1Q 4Q 3Q
2011 2011 2011 2011 2010 2010
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Customer satisfaction index 75.8 75.7 75.7 75.6 75.3 75.7
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4Q 4Q 4Q 4Q 4Q 4Q
2011 2010 2009 2008 2007 2006
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RETAIL 76.1 75 76.2 75.2 74.2 74.4
Department and Discount Stores 76 76 75 74 73 74
Nordstrom 84 82 83 80 80 n/a
J.C. Penney Company, Inc. 82 80 79 78 77 78
Kohl’s 81 81 79 80 79 80
Target Corporation-Discount 80 78 80 77 77 77
Dillard’s, Inc. 80 78 78 75 76 75
Dollar General 78 80 79 75 78 n/a
All Others 77 76 75 74 75 74
Macy’s Inc. 77 76 71 74 75 71
Sears, Roebuck & Company 76 75 74 72 72 73
AAFES 76 73 73 73 72 70
Wal-Mart Stores, Inc. 70 73 71 70 68 72
Specialty Retail Stores 79 78 77 76 75 75
Costco Wholesale Corporation 83 82 81 83 81 81
SAM’s Club 81 78 79 79 77 78
Lowe’s Companies, Inc. 79 77 79 76 75 74
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4Q 4Q 4Q 4Q 4Q 4Q
2011 2010 2009 2008 2007 2006
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Barnes & Noble 79 82 84 83 83 n/a
Office Depot 79 81 76 75 78 n/a
Staples 79 81 77 76 77 n/a
The Home Depot, Inc. 78 75 72 70 67 70
Office Max, Inc. 78 74 77 74 76 n/a
The TJX Companies 78 76 78 73 74 n/a
The Gap, Inc 77 74 75 75 75 n/a
Best Buy 77 77 74 74 74 76
All Others 76 76 77 78 76 75
Supermarkets 76 75 76 76 76 75
PUBLIX Super Markets, Inc. 84 84 86 82 83 83
Whole Foods Market Inc. 80 79 76 75 73 n/a
The Kroger Company 79 78 78 77 75 76
All Others 79 77 78 79 77 75
Safeway, Inc. 75 74 72 75 72 74
Winn-Dixie Stores, Inc. 75 76 74 73 71 76
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4Q 4Q 4Q 4Q 4Q 4Q
2011 2010 2009 2008 2007 2006
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SUPERVALU, Inc. 74 74 77 74 74 74
Wal-Mart Stores, Inc. 69 71 71 68 71 69
Health/Personal Care Stores 76 77 78 78 78 78
All Others 82 81 79 80 80 79
Walgreen Co. 75 77 77 77 78 76
Rite Aid Corporation 75 75 76 76 73 75
CVS Corporation 73 74 77 77 80 78
Gas-service Stations 74 70 76 74 70 71
E-COMMERCE 80.1 79.3 81.4 80 81.6 80
Travel 78 78 77 75 75 76
All Others 79 79 78 77 79 76
Travelocity 79 77 75 75 73 74
Expedia 77 79 79 77 75 78
Orbitz 76 75 76 74 73 75
Priceline.com, Inc. 76 73 76 72 73 72
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4Q 4Q 4Q 4Q 4Q 4Q
2011 2010 2009 2008 2007 2006
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Retail 81 80 83 82 83 83
Amazon.com, Inc. 86 87 86 86 88 87
Newegg 85 84 86 88 87 n/a
Overstock.com 83 83 82 82 80 n/a
All Others 81 78 83 82 82 82
e-Bay, Inc. 81 81 79 78 81 80
Netflix 74 86 87 85 84 n/a
Brokerage 76 78 78 74 79 78
Charles Schwab & Co., Inc. 79 80 79 78 82 80
Fidelity 79 78 79 80 84 80
E*TRADE Securities, Inc. 79 76 74 69 73 74
TD Ameritrade 78 77 76 71 80 77
All Others 75 78 78 74 78 77
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SOURCE: University of Michigan Business School, American Society for
Quality and the CFI Group.
To contact the reporter on this story: Alex Tanzi in Washington at atanzi@bloomberg.net
To contact the editor responsible for this story: Marco Babic at mbabic@bloomberg.net
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