The American Customer Satisfaction Index - The voice of the Nation's Consumer
Scores By Industry

Scores By Industry


All Industries
Industry Name Base-
line 		96 97 98 99 00 01 02 03 04 05 06 07 08 09 Previous
Year
%
Change 		First
Year
%
Change
Airlines 72 69 67 65 63 63 61 66 67 66 66 65 63 62 64 3.2 -11.1
Ambulatory Care NM NM NM NM NM NM NM NM NM NM NM NM NM 81 80 -1.2 -1.2
Apparel 82 78 77 79 79 79 79 80 80 79 81 80 82 80 82 2.5 0.0
Athletic Shoes 79 77 74 74 76 79 76 79 79 82 77 76 79 79 80 1.3 1.3
Automobiles & Light Vehicles 79 79 79 79 78 80 80 80 80 79 80 81 82 82 84 2.4 6.3
Banks 74 72 71 70 68 70 72 74 75 75 75 77 78 75 -3.8 1.4
Breweries 83 79 81 82 79 82 80 81 82 79 82 82 83 83 84 1.2 1.2
Cable & Satellite TV NM NM NM NM NM NM 64 61 61 61 61 63 62 64 63 -1.6 -1.6
Cellular Telephones NM NM NM NM NM NM NM NM NM 69 69 70 70 71 72 1.4 4.3
Cigarettes 81 77 77 75 76 76 76 76 76 78 79 78 77 78 72 -7.7 -11.1
Computer Software NM NM NM NM NM NM NM NM NM NM NM 74 73 74 75 1.4 1.4
Credit Unions NM NM NM NM NM NM NM NM NM NM NM NM NM 84 N/A N/A
Department & Discount Stores 77 74 72 73 72 72 75 74 76 74 75 74 73 74 1.4 -3.9
Electronics (TV VCR DVD) 83 81 80 79 83 83 81 81 84 82 81 80 83 83 83 0.0 0.0
Energy Utilities 75 75 73 73 74 75 69 73 73 72 73 72 73 74 74 0.0 -1.3
Express Delivery 81 85 80 78 79 81 78 79 79 81 81 83 81 82 82 0.0 1.2
Fixed Line Telephone Service 81 79 75 74 73 72 70 71 72 71 70 70 70 73 72 -1.4 -11.1
Food Manufacturing 84 83 81 81 81 81 82 81 81 81 82 83 81 83 83 0.0 -1.2
Full Service Restaurants NM NM NM NM NM NM NM NM NM NM NM NM 81 80 84 5.0 3.7
Gasoline Stations 78 77 78 79 76 75 77 76 75 70 69 71 70 74 5.7 -5.1
Health & Personal Care Stores NM NM NM NM NM NM NM NM NM NM 76 78 78 78 0.0 2.6
Health Insurance NM NM NM NM NM NM 68 69 70 67 68 72 71 73 2.8 7.4
Hospitals 74 71 67 72 70 69 68 70 73 76 71 74 77 75 77 2.7 4.1
Hotels 75 72 71 71 72 72 71 71 73 72 73 75 71 75 75 0.0 0.0
Internet Brokerage NM NM NM NM NM 72 69 73 76 75 76 78 79 74 -6.3 2.8
Internet News & Information NM NM NM NM NM NM NM 73 74 75 75 73 75 75 74 -1.3 1.4
Internet Portals & Search Engines NM NM NM NM NM 63 65 68 71 72 76 77 75 80 83 3.8 31.7
Internet Retail NM NM NM NM NM 78 77 83 84 80 81 83 83 82 -1.2 5.1
Internet Travel NM NM NM NM NM 66 69 77 77 76 77 76 75 75 0.0 13.6
Life Insurance 81 75 76 77 76 75 78 79 77 75 75 79 78 78 0.0 -3.7
Limited Service Restaurants 69 66 68 69 69 70 71 71 74 NM** 76 77 77 78 78 0.0 13.0
Major Appliances 85 82 80 83 82 85 82 82 81 82 80 81 82 80 81 1.3 -4.7
Motion Pictures 77 74 71 76 71 68 71 70 71 73 71 73 70 70 74 5.7 -3.9
Network Cable TV News 77 70 62 65 62 64 62 65 68 66 68 69 67 69 71 2.9 -7.8
Newspapers 72 69 69 66 69 68 68 63 64 68 63 63 66 64 63 -1.6 -12.5
Personal Care & Cleaning Products 84 80 82 82 81 84 83 81 84 83 83 84 85 85 85 0.0 1.2
Personal Computers 78 73 70 71 72 74 71 71 72 74 74 77 75 74 75 1.4 -3.8
Pet Food NM NM 83 81 82 83 82 82 82 83 82 83 84 84 84 0.0 1.2
Property & Casualty Insurance 82 77 77 77 79 79 79 77 78 77 78 78 80 81 1.3 -1.2
Soft Drinks 86 86 83 83 84 86 82 85 84 83 83 84 84 83 85 2.4 -1.2
Specialty Retail Stores NM 75 72 75 79 76 73 74 74 75 74 75 75 76 1.3 1.3
Supermarkets 76 74 73 73 74 73 75 75 74 73 74 75 76 76 0.0 0.0
U.S. Postal Service 61 74 69 71 71 72 70 73 72 74 73 71 73 74 74 0.0 21.3
Wireless Telephone Service NM NM NM NM NM NM NM NM NM 65 63 66 68 68 69 1.5 6.2