Customer satisfaction down overall, up online

Customer satisfaction down overall, up online
Tags: Consumer Behavior, Customer Service, Department Stores, Digital Signage Audience Measurement, Multichannel Retailing, Online Retailing, Pharmacy/Drugstores, Psychology, Retail - Apparel, Retail - Automotive, Retail - Convenience Stores, Retail - Electronics, Retail - General, Retail - Home Center, Retail - Mall, Retail - Warehouse, Specialty Stores, Supermarkets & Grocery Stores
February 19, 2008

Medill Reports: Another explanation for lackluster consumer spending emerged Tuesday when the University of Michigan's American Customer Satisfaction Index reflected sagging impressions of retailers and financial businesses in the fourth quarter, the second quarter in a row. The index, which tracks customer experiences in the retail, finance and insurance sectors, fell to 74.9 on a 100-point scale, down 0.4 percent from the previous quarter. Satisfaction in retail alone slumped 0.3 percent to 74.2 from 74.4.

This lone stalwart is e-commerce, an avenue that enjoyed its highest ever rating of 81.6, a two percent improvement from 2006 and the apex of its eight-year presence on the index. Amazon.com Inc. received the highest rating overall; a whopping 88.