Americans increasingly dissatisfied with customer service. (Customer Contact).(Brief Article)(Statistical Data Included)

Customer Interface, January, 2002 by Fraser, Sarah

Overall, Americans continue to show decreasing satisfaction with customer service, according to the University of Michigan's quarterly American Customer Satisfaction Index (ACSI). However, while consumer confidence has fallen in light of the terrorist attacks and worsening economy, buyer satisfaction with purchased goods has held relatively steady.

Satisfaction for all industries has fallen to a score of 72 out of 100 possible points -- down from 74.5 in 1994. "Contrary to consumer confidence, there is no reason to expect a direct effect on customer satisfaction," said Claes Fornell, a business professor and director of the University of Michigan Business School's National Quality Research Center, which compiles and analyzes ACSI data. "It seems...

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