A reader asks: I remember several years ago reading about some measure of customer satifaction by industry. Do you know what I'm talking about and if it still exists?
Yes, as a matter of fact, we do.
The American Customer Satisfaction Index has been around since the mid-90's. They report scores on a 0-100 scale at the national level and produce indexes for 10 economic sectors, 43 industries (including e-commerce and e-business) and more than 200 companies and federal or local government agencies. In addition to the company-level satisfaction scores, ACSI produces scores for the causes and consequences of customer satisfaction and their relationships. The measured companies, industries, and sectors are broadly representative of the U.S. economy serving American households.
See industry scores here.
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