In 2015, the customer experience across a few industries shined. Elsewhere, according to a new research, not so much.
Overall customer satisfaction dropped last year, with the exception of a few shining stars. That’s what The American Customer Satisfaction Index, which analyzes customer satisfaction across dozens of industries, found at the end of the year.
“By and large, the overall customer experience for goods and services purchased and consumed in the United States is getting worse,” said Claes Fornell, Chairman and founder of the ACSI. “There are exceptions, but the overall trend of deteriorating customer satisfaction encompasses nearly every industry and is holding consumer spending in check, forcing retailers into steeper or more extended discounts.”
