An annual survey conducted by the University of Michigan has shown that the consumer satisfaction has been rising for last two years. This consumer satisfaction is for five key industries.
The American Customer Satisfaction Index has revealed that the consumers in America are more satisfied and pleased with services of five key industries. Top airlines, hotel, restaurant and express delivery are included in these five key industries.
This percentage of consumer contentment has increased from last year. The survey will be released today.
The satisfaction derived by airlines has increased from 64 to 66, full-service restaurant chains have decreased from 79 to 77.3 and the hotel industry rate has been consistent at 75. The scale taken for measuring the satisfaction is of 1 to 100. Express mails industry score also increased from 82 to 83.
American people found the services and prices of the companies better in last two years and the rate is increasing. Though, in this survey burger giant Mc Donald’s score has fallen.
Claes Fornell is the founder and Director of the polls. He is a business professor and he expects that this improvement in the companies’ and consumers’ liking ratio is expected to be changed in the future. He said if airlines raise the fares, the satisfactions derived by the airlines would certainly decline.
The polls are based on 9,000 people. The survey, however, may have a margin of error for each company from 2 to 3 %.
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