Customer satisfaction levels are down: ACSI report

Share this article:

Customer satisfaction levels have retreated for the first time since 2005, according to the American Customer Satisfaction Index for the third quarter, which was released last week by the University of Michigan.

At a score of 75.2, the overall ACSI is down 0.1% compared with the previous quarter — but 1% above where it was last year.

Because of high consumer debt and weakened customer satisfaction, ACSI predicts a dampening effect on fourth quarter spending, predicting growth of 2.5%, compared to 3.6% last year.

“There are really only two big things that seem to determine spending for the modern consumer: gratification, which is what we determine with the satisfaction index, and financial obligations,” said professor Claes Fornell, head of the ACSI. Since financial obligations “are near record levels and overall satisfaction levels are declining, it doesn't bode well for [Q4] spending or economic growth,” Fornell continued.

Fornell predicts that the Internet could provide some good news for retailers, as consumers can leave the car at home.

 

Share this article:
You must be a registered member of Direct Marketing News to post a comment.
close

Next Article in Multichannel Marketing

Sign up to our newsletters

Follow us on Twitter @dmnews

Latest Jobs:

More in Multichannel Marketing

7 Ways to Take Your Marketing Strategy to the Big Leagues

7 Ways to Take Your Marketing Strategy to ...

A game-winning omnichannel strategy must be seamless, synchronous, and symbiotic.

Pet World's Multichannel Marketing Is a Whole Other Animal

Pet World's Multichannel Marketing Is a Whole Other ...

The family owned pet store redesigns its website to bring the in-store experience online.

Complexity's What Marketers Got, Simplicity's What They Want

Complexity's What Marketers Got, Simplicity's What They Want

Customer insights managers want campaign management tools to remain easy to use, even as they up their games with multi-layered campaigns.