Benchmarks By Company

First Chicago NBD
Base-
line
95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 14 Previous
Year
%
Change
First
Year
%
Change
All Others 75 77 77 74 73 70 72 74 76 76 77 78 78 80 80 80 80 79 79 83 80 -3.6 6.7
Banks 74 74 72 71 70 68 70 72 74 75 75 75 77 78 75 75 76 75 77 78 76 -2.6 2.7
JPMorgan Chase                     70 70 72 74 73 68 67 70 74 76 74 -2.6 5.7
Citigroup NM NM NM NM NM NM NM NM NM NM NM NM 72 69 69 68 69 73 70 74 74 0.0 2.8
Wells Fargo 71 71 65 62 67 65 67 66 69 68 70 67 72 69 72 73 73 73 71 72 72 0.0 1.4
Bank of America 72 67 65 61 62 61 63 68 70 74 72 72 72 72 73 67 68 68 66 69 69 0.0 -4.2
PNC Financial Services NM NM 69 69 66 NM 67 NM NM NM NM NM NM NM NM NM NM NM NM NM NM N/A N/A
KeyCorp NM 76 70 65 65 NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM N/A N/A
Wachovia               72 73 76 78 79 80 79 76 #           N/A N/A
Norwest 77 76 71 70 #                                 N/A N/A
NationsBank 75 73 68 64 #                                 N/A N/A
Chemical Banking 68 70 68 #                                   N/A N/A
First Union 76 73 71 74 68 68 66 #                           N/A N/A
BANK ONE 77 74 69 70 68 66 70 66 70 70 #                     N/A N/A
First Chicago NBD NM NM 70 68 #                                 N/A N/A
Chase Manhattan NM NM NM 69 71 NM NM #                           N/A N/A
Citicorp 73 70 68 #                                   N/A N/A
First Interstate Bancorp 71 71 #                                     N/A N/A

Score tables print best in landscape.

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Notes
ACSI releases industry results throughout the year and updates the national index quarterly. Baseline measurements are from the summer of 1994.

**The limited-service restaurant industry was not measured in 2004 due to a change in the quarterly measurement system that was in place at that time.
***Measurement for the Internet travel industry was moved from the fourth quarter of 2013 to the first quarter of 2014.

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 "ACSI Products and Services," or to generate your own ACSI score using the ACSI methodology, see "ACSI MonitorSM").