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Published: February 2008

Consumers rate retailers, banks, and e-commerce

The University of Michigan's year-end 2007 customer satisfaction survey shows a drop in customer happiness for the second consecutive quarter.

The new report, known as the American Consumers Satisfaction Index, measures retail, finance and insurance, and e-commerce every fourth quarter of the year. In the last quarter of 2007, the reports shows a clear dissatisfaction among consumers with department and discount stores, with those sectors receiving their lowest scores since 2001. While overall consumer satisfaction fell, e-commerce reached an all-time high.

Click here to view a copy of the report.

Industries generally scoring well were online retail, led by Amazon.com, and automobiles, with a strong score from Toyota's Lexus division. Low scores in those categories were from Overstock.com and Chrysler-Jeep. Yahoo beat out Google in customer satisfaction, with Yahoo scoring a 79 out of a 100 and Google scoring a 78, a decline of 3.7% and the company's second yearly decline in a row.

Airlines and cell phone companies scored poorly, with low scores from consumers for United, Delta, and Sprint-Nextel. Southwest and Verizon Wireless topped consumer satisfaction in those industries.

In the banking sector, Wachovia Bank was ranked No. 1 for the seventh straight year while Wells Fargo did not impress consumers, coming in last.

The ASCI revealed citizen satisfaction with federal Web sites improved slightly this quarter, moving up 1.2 percent to an aggregate score of 73.5. This increase marks a 3.2 percent improvement from September 2004. In particular, websites operated by the Social Security Administration (SSA) received the highest scores. SSA’s "Help with Medicare Prescription Drug Costs" and "Internet Social Security Benefits Application" were rated high by consumers.

ACSI report scores companies nationally on a 0-100 scale and produces indexes for 10 economic sectors, 43 industries (including e-commerce and e-business) and more than 200 companies and federal or local government agencies. The companies, industries, and sectors surveyed are broadly representative of the U.S. economy serving American households.

For More Information

American Consumers Satisfaction Index (ACSI)

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