American Customer Satisfaction Suffers Its Biggest Drop in Seven Years

What Are the Implications of the ACSI Decline?

March 3, 2005

The 4Q 2004 American Customer Satisfaction Index suffered its first drop in two years and its largest drop since 1997. The ACSI indicates a slowdown in the growth of consumer spending to the tune of $50 billion. In this report, we discuss the ACSI, share some real-life customer dissatisfaction stories, and provide insights on how your company can avoid becoming a customer dissatisfaction statistic.


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