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Quarterly CommentariesBy Professor Claes Fornell
The Donald C. Cook Professor of Business Administration
Director, National Quality Research Center, Stephen M. Ross Business School at the University of Michigan
Chairman, CFI Group
Fourth Quarter, 2005 (February 21, 2006)
Sectors: Retail Trade; Finance & Insurance; E-Commerce
Customer Satisfaction Continues to Rebound – Encouraging News for an Uncertain Economy
Third Quarter, 2005 (November 15, 2005)
Sectors: Manufacturing/Nondurable Goods
Marginal ACSI Improvement – Enough for Consumer Spending Growth
Second Quarter, 2005 (August 16, 2005)
Sectors: Manufacturing/Durable Goods & E-Business
Six-Month ACSI Decline Halted
First Quarter, 2005 (May 17, 2005)
Sectors: Transportation; Information; Utilities; Health Care and Accommodation & Food Service
Plunge in Customer Satisfaction Continues
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