Customer Experience News & Trends

American customer satisfaction on rise: Guess who’s responsible

Overall customer satisfaction is on the rise. Does your industry have an impact on the improvement?

The American Customer Satisfaction Index (ACSI) rose slightly to 75.9 on a 100-point scale.

The quarterly ACSI is a national benchmark of customer satisfaction across industries. Today’s scores mark the fourth time it’s increased in the last five quarters, despite a slow economy.

Satisfaction scores for the iPhone – that includes customer feedback on service and product – smashed others in that category. Apple had an 83 satisfaction score. No other cellular phone company has ever had scores higher than 80.

Overall, though, satisfaction scores across the cell phone industry dipped slightly. Other industries lagged, notably the subscription television industry.

“While the range of services offered by the industry is larger than ever, reliability and cost are hurdles along the path to higher customer satisfaction,” said ACSI Founder Claes Fornell. “Service providers need to improve reliability without upping prices, which may be a tough balancing act in an economy where the monthly cost of TV service can rival that of energy utilities.”


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