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

Q4 2008 and Historical ACSI Scores


   

Fourth Quarter Scores

Last Update: February 17, 2009
(Next Update: February 16, 2010)

Retail Trade, Finance & Insurance, E-Commerce

Sector: Retail Trade
Industries: department & discount stores, gasoline stations, health & personal care stores, specialty retail stores, supermarkets

Sector: Finance & Insurance
Industries: banks, health insurance, life insurance, property & casualty insurance

Sector: E-Commerce
Industries: auctions, brokerage, retail, travel

Commentary by Professor Claes Fornell

Score tables print best in landscape.

Base-
line 		96 97 98 99 00 01 02 03 04 05 06 07 08 09 Previous
Year
%
Change 		First
Year
%
Change
E COMMERCE NM NM NM NM NM 75.2 74.3 77.6 80.8 78.6 79.6 80.0 81.6 80.0 -2.0 6.4
 
Internet Brokerage NM NM NM NM NM 72 69 73 76 75 76 78 79 74 -6.3 2.8
Fidelity Investments NM NM NM NM NM NM NM NM NM NM NM 80 84 80 -4.8 0.0
Charles Schwab NM NM NM NM NM 76 72 76 75 71 74 80 82 78 -4.9 2.6
All Others NM NM NM NM NM 70 65 73 77 78 79 77 78 74 -5.1 5.7
TD AMERITRADE NM NM NM NM NM NM NM NM NM NM NM 77 80 71 -11.3 -7.8
E*TRADE Financial NM NM NM NM NM 66 66 69 71 70 71 74 73 69 -5.5 4.5
 
Base-
line 		96 97 98 99 00 01 02 03 04 05 06 07 08 09 Previous
Year
%
Change 		First
Year
%
Change
Internet Retail NM NM NM NM NM 78 77 83 84 80 81 83 83 82 -1.2 5.1
1-800-FLOWERS.COM NM NM NM NM NM 69 76 78 76 79 77 77 NM NM N/A N/A
uBid.com NM NM NM NM NM 67 69 70 73 73 73 74 NM NM N/A N/A
barnesandnoble.com NM NM NM NM NM 77 82 87 86 87 87 88 NM NM N/A N/A
Buy.com NM NM NM NM NM 78 78 80 80 80 80 81 NM NM N/A N/A
Newegg NM NM NM NM NM NM NM NM NM NM NM NM 87 88 1.1 1.1
Amazon.com NM NM NM NM NM 84 84 88 88 84 87 87 88 86 -2.3 2.4
Netflix NM NM NM NM NM NM NM NM NM NM NM NM 84 85 1.2 1.2
Overstock.com NM NM NM NM NM NM NM NM NM NM NM NM 80 82 2.5 2.5
All Others NM NM NM NM NM 77 75 82 83 79 80 82 82 82 0.0 6.5
eBay NM NM NM NM NM 80 82 82 84 80 81 80 81 78 -3.7 -2.5
Egghead.com NM NM NM NM NM 73 #               N/A N/A
 
Base-
line 		96 97 98 99 00 01 02 03 04 05 06 07 08 09 Previous
Year
%
Change 		First
Year
%
Change
Internet Travel NM NM NM NM NM 66 69 77 77 76 77 76 75 75 0.0 13.6
All Others NM NM NM NM NM NM NM 77 77 77 79 76 79 77 -2.5 0.0
Expedia NM NM NM NM NM NM NM 80 78 76 79 78 75 77 2.7 -3.8
Travelocity.com NM NM NM NM NM NM NM 76 76 76 75 74 73 75 2.7 -1.3
Orbitz Worldwide NM NM NM NM NM NM NM 76 77 75 74 75 73 74 1.4 -2.6
priceline.com NM NM NM NM NM 66 69 71 71 73 72 72 73 72 -1.4 9.1
 
Base-
line 		96 97 98 99 00 01 02 03 04 05 06 07 08 09 Previous
Year
%
Change 		First
Year
%
Change
FINANCE & INSURANCE 78.5 74.5 74.6 74.4 73.9 74.4 73.3 73.8 74.7 73.4 73.9 76.0 75.5 76.0 0.7 -3.2
 
Banks 74 72 71 70 68 70 72 74 75 75 75 77 78 75 -3.8 1.4
All Others 75 77 74 73 70 72 74 76 76 77 78 78 80 80 0.0 6.7
Wachovia             72 73 76 78 79 80 79 76 -3.8 5.6
JPMorgan Chase                   70 70 72 74 73 -1.4 4.3
Bank of America 72 65 61 62 61 63 68 70 74 72 72 72 72 73 1.4 1.4
Wells Fargo 71 65 62 67 65 67 66 69 68 70 67 72 69 72 4.3 1.4
Citigroup NM NM NM NM NM NM NM NM NM NM NM 72 69 69 0.0 -4.2
PNC Financial Services NM 69 69 66 NM 67 NM NM NM NM NM NM NM NM N/A N/A
Citicorp 73 68 NM NM NM NM NM NM NM NM NM NM NM NM N/A N/A
KeyCorp NM 70 65 65 NM NM NM NM NM NM NM NM NM NM N/A N/A
Chase Manhattan NM NM 69 71 NM NM #               N/A N/A
Norwest 77 71 70 #                     N/A N/A
NationsBank 75 68 64 #                     N/A N/A
BANK ONE 77 69 70 68 66 70 66 70 70 #         N/A N/A
First Union 76 71 74 68 68 66 #               N/A N/A
First Interstate Bancorp 71 #                         N/A N/A
First Chicago NBD NM 70 68 #                     N/A N/A
Chemical Banking 68 68 #                       N/A N/A
 
Base-
line 		96 97 98 99 00 01 02 03 04 05 06 07 08 09 Previous
Year
%
Change 		First
Year
%
Change
Credit Unions NM NM NM NM NM NM NM NM NM NM NM NM NM 84 N/A N/A
 
Base-
line 		96 97 98 99 00 01 02 03 04 05 06 07 08 09 Previous
Year
%
Change 		First
Year
%
Change
Health Insurance NM NM NM NM NM NM 68 69 70 67 68 72 71 73 2.8 7.4
All Others NM NM NM NM NM NM 70 69 72 67 68 73 75 76 1.3 8.6
Blue Cross and Blue Shield NM NM NM NM NM NM 66 70 69 67 68 72 71 73 2.8 10.6
WellPoint NM NM NM NM NM NM NM NM NM NM NM 69 66 68 3.0 -1.4
Aetna NM NM NM NM NM NM 64 65 66 63 65 65 66 65 -1.5 1.6
UnitedHealth NM NM NM NM NM NM 66 68 64 66 64 68 65 63 -3.1 -4.5
 
Base-
line 		96 97 98 99 00 01 02 03 04 05 06 07 08 09 Previous
Year
%
Change 		First
Year
%
Change
Life Insurance 81 75 76 77 76 75 78 79 77 75 75 79 78 78 0.0 -3.7
All Others 84 77 77 78 78 76 80 80 77 74 76 80 79 79 0.0 -6.0
Prudential Financial 72 68 70 71 69 71 76 74 73 77 72 76 77 79 2.6 9.7
MetLife 78 74 75 76 73 72 74 75 77 77 71 78 76 78 2.6 0.0
Northwestern Mutual Life Insurance NM NM NM NM 79 80 78 80 78 78 78 78 79 78 -1.3 -1.3
New York Life Insurance NM 75 75 74 78 73 77 81 78 76 76 77 79 77 -2.5 2.7
Travelers 81 NM NM NM NM NM NM NM NM NM NM NM NM NM N/A N/A
Aetna Life Insurance 73 73 NM NM NM NM NM NM NM NM NM NM NM NM N/A N/A
 
Base-
line 		96 97 98 99 00 01 02 03 04 05 06 07 08 09 Previous
Year
%
Change 		First
Year
%
Change
Property & Casualty Insurance 82 77 77 77 79 79 79 77 78 77 78 78 80 81 1.3 -1.2
All Others 84 78 77 78 80 79 79 78 78 77 78 78 81 81 0.0 -3.6
State Farm Automobile Insurance 78 77 78 78 78 79 79 77 78 81 79 81 81 80 -1.2 2.6
GEICO NM NM NM NM NM NM NM NM 79 78 78 83 80 80 0.0 1.3
Progressive NM NM NM NM NM NM NM NM NM 75 75 73 79 79 0.0 5.3
Allstate 74 74 71 73 73 75 76 74 73 76 76 78 78 79 1.3 6.8
Farmers 76 72 71 72 75 73 73 72 75 77 73 78 76 77 1.3 1.3
 
Base-
line 		96 97 98 99 00 01 02 03 04 05 06 07 08 09 Previous
Year
%
Change 		First
Year
%
Change
RETAIL TRADE 75.7 73.2 70.8 74.7 73.3 72.9 74.8 74.6 75.0 72.6 72.4 74.4 74.2 75.2 1.3 -0.7
 
Department & Discount Stores 77 74 72 73 72 72 75 74 76 74 75 74 73 74 1.4 -3.9
Nordstrom 84 82 80 79 76 76 76 NM NM NM NM NM 80 80 0.0 -4.8
Kohl's NM NM NM NM NM NM NM 84 79 79 80 80 79 80 1.3 -4.8
J.C. Penney 79 78 75 75 75 74 75 74 77 76 78 78 77 78 1.3 -1.3
Target                   75 78 77 77 77 0.0 2.7
Dillard's 75 74 73 71 68 72 75 75 75 77 76 75 76 75 -1.3 0.0
Dollar General NM NM NM NM NM NM NM NM NM NM NM NM 78 75 -3.8 -3.8
Macy's                     74 71 75 74 -1.3 0.0
All Others 76 74 71 71 73 70 75 73 78 76 77 74 75 74 -1.3 -2.6
Army and Air Force Exchange Service (AAFES) NM 69 69 68 70 70 74 73 71 72 74 70 72 73 1.4 5.8
Sears Holdings                         72 72 0.0 0.0
Wal-Mart Stores 80 74 76 75 72 73 75 74 75 73 72 72 68 70 2.9 -12.5
Meijer NM 75 NM NM NM NM NM NM NM NM NM NM NM NM N/A N/A
Montgomery Ward 72 73 NM NM NM NM NM NM NM NM NM NM NM NM N/A N/A
Target (Discount Stores) 77 77 73 74 74 73 77 78 77 #         N/A N/A
Target (Department Stores) NM 74 72 74 72 72 74 75 73 #         N/A N/A
Sears Roebuck 73 74 71 74 71 73 76 75 73 74 73 73 #   N/A N/A
Kmart 74 72 68 71 67 67 74 70 70 67 70 70 #   N/A N/A
R.H. Macy 69                           N/A N/A
May Department Stores 74 75 72 72 74 72 75 76 75 76 #       N/A N/A
Federated Department Stores 71 73 66 67 68 69 69 71 71 74 #       N/A N/A
 
Base-
line 		96 97 98 99 00 01 02 03 04 05 06 07 08 09 Previous
Year
%
Change 		First
Year
%
Change
Gasoline Stations 78 77 78 79 76 75 77 76 75 70 69 71 70 74 5.7 -5.1
Exxon Mobil         77 75 ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Mobil 80 78 78 82 #   ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Shell Oil 80 77 81 78 75 77 ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Texaco 78 82 77 81 75 75 ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Unocal NM NM NM NM NM NM ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Exxon 78 79 78 80 #   ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
ConocoPhillips 81 79 82 NM NM NM ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Chevron 78 78 77 81 76 76 ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
All Others 76 76 77 77 76 75 ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Amoco 81 80 79 83 #   ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Atlantic Richfield 75 72 74 74 #   ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
BP NM NM NM 81 #   ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
BP Amoco         76 76 ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
 
Base-
line 		96 97 98 99 00 01 02 03 04 05 06 07 08 09 Previous
Year
%
Change 		First
Year
%
Change
Health & Personal Care Stores NM NM NM NM NM NM NM NM NM NM 76 78 78 78 0.0 2.6
All Others NM NM NM NM NM NM NM NM NM NM 78 79 80 80 0.0 2.6
CVS Caremark NM NM NM NM NM NM NM NM NM NM 74 78 76 77 1.3 4.1
Walgreen NM NM NM NM NM NM NM NM NM NM 76 76 78 77 -1.3 1.3
Rite Aid NM NM NM NM NM NM NM NM NM NM 72 75 73 76 4.1 5.6
 
Base-
line 		96 97 98 99 00 01 02 03 04 05 06 07 08 09 Previous
Year
%
Change 		First
Year
%
Change
Specialty Retail Stores NM 75 72 75 79 76 73 74 74 75 74 75 75 76 1.3 1.3
Costco NM NM NM NM 79 77 76 79 80 79 79 81 81 83 2.5 5.1
Barnes & Noble NM NM NM NM NM NM NM NM NM NM NM NM 83 83 0.0 0.0
SAM'S CLUB NM 75 72 75 78 74 78 77 77 75 76 78 77 79 2.6 5.3
Borders NM NM NM NM NM NM NM NM NM NM NM NM 81 79 -2.5 -2.5
All Others NM NM NM NM NM NM 72 73 73 75 73 75 76 78 2.6 8.3
Lowe's NM NM NM NM NM NM 75 76 77 76 78 74 75 76 1.3 1.3
Staples NM NM NM NM NM NM NM NM NM NM NM NM 77 76 -1.3 -1.3
Gap NM NM NM NM NM NM NM NM NM NM NM NM 75 75 0.0 0.0
Office Depot NM NM NM NM NM NM NM NM NM NM NM NM 78 75 -3.8 -3.8
OfficeMax NM NM NM NM NM NM NM NM NM NM NM NM 76 74 -2.6 -2.6
Best Buy NM NM NM NM NM NM NM NM 72 72 71 76 74 74 0.0 2.8
TJX NM NM NM NM NM NM NM NM NM NM NM NM 74 73 -1.4 -1.4
Circuit City Stores NM NM NM NM NM NM NM NM 73 72 70 69 71 72 1.4 -1.4
Home Depot NM NM NM NM NM NM 75 71 73 73 67 70 67 70 4.5 -6.7
 
Base-
line 		96 97 98 99 00 01 02 03 04 05 06 07 08 09 Previous
Year
%
Change 		First
Year
%
Change
Supermarkets 76 74 73 73 74 73 75 75 74 73 74 75 76 76 0.0 0.0
Publix 82 80 79 79 82 77 81 81 82 81 81 83 83 82 -1.2 0.0
All Others 76 72 73 72 71 74 73 75 75 76 77 75 77 79 2.6 3.9
Kroger 78 74 74 73 74 71 75 75 71 73 74 76 75 77 2.7 -1.3
Safeway 72 73 70 71 72 76 75 76 71 72 71 74 72 75 4.2 4.2
Whole Foods NM NM NM NM NM NM NM NM NM NM NM NM 73 75 2.7 2.7
SUPERVALU 77 75 74 77 75 75 76 77 77 75 77 74 74 74 0.0 -3.9
Winn-Dixie Stores 76 75 74 74 71 74 72 73 73 72 73 76 71 73 2.8 -3.9
Wal-Mart Stores NM NM NM NM NM NM NM NM NM 70 70 69 71 68 -4.2 -2.9
Meijer 77 77 NM NM NM NM NM NM NM NM NM NM NM NM N/A N/A
Great Atlantic & Pacific Tea 68 68 NM NM NM NM NM NM NM NM NM NM NM NM N/A N/A
Food Lion 78 73 73 73 71 73 NM NM NM NM NM NM NM NM N/A N/A
Albertsons 75 77 72 70 73 70 72 73 73 69 71 #     N/A N/A
American Stores 71 74 68 #                     N/A N/A
* All baseline measurements were taken in the summer of 1994.
NM = Not Measured.

The ACSI is updated quarterly, with results for a different set of industries each quarter.

The "All Others" score for an industry represents the remainder of the total industry market share, less the market shares of the ACSI-measured companies. It is an aggregate of a representative number of customer interviews from each of potentially hundreds of smaller companies within the industry. Individual company scores within the "All Others" category cannot be derived without additional data collection (see "Custom Research ", or to generate your own ACSI score using the ACSI methodology, see "Data Modeling Services ").