ACSI 2015: The Year in Review
The year 2015 marked customer satisfaction downturns across nearly every economic sector—from the post-holiday 2014 retail segment to U.S. federal government services. At the national level, overall U.S. customer satisfaction retreated across four quarters, adding to a string of consecutive declines that began in 2014.
According to ACSI results released from February to December 2015, 70% of 43 measured industries showed year-over-year satisfaction declines, with products or services from 59% of measured companies deemed less satisfying according to their own customers.
In the public sector, citizens were less satisfied with services of the federal government during the year 2015, although the pace of decline slowed considerably compared with the two prior years.
Despite this pervasive weakening of consumer opinions of goods and services over the past year, the most recent satisfaction levels tracked by the ACSI are not dramatically different from pre-Great Recession data. It is possible that the years immediately following the recession represent a honeymoon period when companies went to greater lengths to attract and keep their customers—and when those customers may have been more willing to adjust their expectations.
Coming soon at www.theacsi.org: customer satisfaction results for the fourth quarter of 2015, including ACSI scores for more than 60 online and traditional retailers, based on data collected during the holiday shopping season.