Of the 43 industries tracked by ACSI, only 5 improved, 30 declined and the rest had no change. Unfortunately, according to the ACSI, personal care and cleaning products were among those that slid.
"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."
According to ACSI, personal care and cleaning products (-6.1% to 77 on ACSI's 100-point scale, which reflects an aggregate of customer satisfaction with companies that comprise a large cross-section of the economy, producing a gauge of economic utility and consumer demand.
Three of the five industries that improved were Internet-based, demonstrating that consumers are embracing the online channel for its convenience, efficiency and price, according to the association. Internet retail increased 5.1% 82, taking a share of the title for highest customer satisfaction among all industries.
Companies topping the ACSI customer satisfaction rankings were companies that combined the selling of products with excellent service: Amazon, Nordstrom and Chick-fil-A (all at 86).
The lowest-performing companies in customer satisfaction were in the telecom and airline categories.