« Customer Service: A European Perspective Making Amends & Developing Customer Loyalty »Customer Satisfaction on the Wane
A small third-quarter deterioration (0.1%) in aggregate customer satisfaction continues a decline that began in 2007, according to the American Customer Satisfaction Index (ACSI) The ACSI is a national economic indicator of customer evaluations of the quality of products and services available to household consumers in the United States, which is updated quarterly. The recently-reported decline in buyer satisfaction has precipitated a softening of consumer demand, with household spending actually falling in the third quarter for the first time in 17 years. Yet in spite of the overall fall, a lot of companies have actually been working hard to improve their customer relationships. Professor Claes Fornell, who is the founder of the ACSI and author of The Satisfied Customer notes: For individual companies, customer satisfaction actually matters even more in a recession. Now is the time to make sure customers don’t leave and that margins don’t evaporate. Firms without strongly satisfied customers will face a very difficult challenge. To find out more about how B2B International can help you to measure and improve your customer satisfaction levels, click here. This entry was posted on Tuesday, December 16th, 2008 at 10:19 am and is filed under Customer Retention, Customer Satisfaction, Economic Downturn, Market Monitoring / Tracking, Market Research. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site. Leave a Reply |
|
