Customer Satisfaction Index Results Released
USA - The results of the American Customer Satisfaction Index for the fourth quarter of 2005 were released today.
Customer satisfaction levels improved for the third quarter
in a row with online retailers out-performing traditional
retailers in customer satisfaction ratings.
Despite recent gains, year over year, it remains slightly below
the 2004 level. Overall, the retail sector dropped 0.3 percent
in customer satisfaction levels to 72.4 on the index.
The e-commerce sector climbed 1.3 percent to 79.6, possibly
indicating that customers are happier shopping online. Amazon,
up 3.6 percent to 87, is tied with BarnesandNoble.com for the
highest score of any retailer or service provider. It is
interesting to note Amazon’s rating of 87 out of a possible 100
to Sears' 73 rating.
The online auction industry improved 1.3 percent to a score of
78, with eBay leading with a score of 81. Travel Web sites went
up by 1% to 79, with Expedia at 79, Travelocity 75 and Orbitz
74.
The biggest loser on the index was The Home Depot Inc. who
posted the biggest drop in the department and discount stores
industry with an 8.2 percent fall to 67. Lowe's gained however,
by 2.6 percent.
Target climbed 4 percent to 78. Wal-Mart has a score of 72, and
Kmart, with 70, remained at the bottom.
In the finance and insurance category, healthcare insurance was
up 1.5 percent to 68 and property insurance rose 1.3 percent to
78.
Retail banking held a score of 75 with Wachovia leading at 79.
However, in the life insurance category Prudential, with a score
of 72, and Metlife, with 71, both dropped 6.5 percent and 7.8
percent respectively.
The American Customer Satisfaction Index national survey is part
of a study of 80,000 American customers who rank their
experiences with more than 200 companies in 42 industries. It is
conducted quarterly.
