U.S. 4th Quarter American Customer Satisfaction Index

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:

=========================================================================
                                 4Q     3Q     2Q     1Q     4Q     3Q
                                2011   2011   2011   2011   2010   2010
=========================================================================
Customer satisfaction index     75.8   75.7   75.7   75.6   75.3   75.7
-------------------------------------------------------------------------
=========================================================================
                                 4Q     4Q     4Q     4Q     4Q     4Q
                                2011   2010   2009   2008   2007   2006
=========================================================================
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
=========================================================================
                                 4Q     4Q     4Q     4Q     4Q     4Q
                                2011   2010   2009   2008   2007   2006
=========================================================================
  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
=========================================================================
                                 4Q     4Q     4Q     4Q     4Q     4Q
                                2011   2010   2009   2008   2007   2006
=========================================================================
  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
=========================================================================
                                 4Q     4Q     4Q     4Q     4Q     4Q
                                2011   2010   2009   2008   2007   2006
=========================================================================
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
=========================================================================
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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