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Claes Fornell

The Slump in Customer Satisfaction Persists, American Customer Satisfaction Index Shows

The decline in US customer satisfaction continued in the final quarter of last year, falling 0.4% to a score of 75.4 (on a scale of 0 to 100) on the American Customer Satisfaction Index. “Some sectors of the economy risk a decline in customer satisfaction due to increased productivity” Given record low unemployment and a strong stock market, it is understandable why many commentators in the media are praising the “strong economy.” However, even a cursory look beyond employment and the stock market provides a…

Customer Satisfaction Slips Again, Further Threatening Economic Growth

Overall US customer satisfaction retreats for a third consecutive quarter, falling 0.1% to a score of 76.4 (on a scale of 0 to 100) on the American Customer Satisfaction Index (ACSI). “This is untenable in the long run” This points to continued economic uncertainty and suggests a higher risk that we’ll see a downward shift in consumer demand due to falling consumer utility (satisfaction) with goods and services. With few exceptions, the rate of growth in consumer spending – which accounts for almost 70% of GDP – has…