This year's list of customer service champs.
What companies are making customers gnash their teeth, and what companies are making strides in earning greater customer loyalty—and possibly gaining an edge in the stock market to boot? The latest numbers from the American Customer Satisfaction Index, released Feb. 17, tell the tale. Studies show that over time companies whose scores beat the national average—which was 75.7 for the fourth quarter (up from 75.0)—and rise from the previous year have a slight performance edge in the stock market over peers whose scores not only fall below the national average, but are down from the previous year.
|Above Average and Rising||Q4 2007||Q4 2008||% Change from Last Year|
|The Kroger Co.||75||77||2.7%|
|Below Average and Falling||Q4 2007||Q4 2008||% Change from Last Year|
Data: American Customer Satisfaction Index