Link: U of M News Service.
ANN ARBOR, Mich.—After two years of steady increases, customer satisfaction in the United States has taken a dramatic downturn, the latest American Customer Satisfaction Index (ACSI) shows.
The ACSI for the fourth quarter 2004 stands at 73.6, down from 74.3, the largest decline since 1997. The drop is due mostly to waning satisfaction with retail customer service, high gas prices and a glut of user-traffic on e-commerce Web sites.