27 Aug '13, 7pm

Customer Satisfaction Slightly Down This Year

Customer Satisfaction Slightly Down This Year

Are American customers starting to be less satisfied with their car purchases? The Benchmarks by Industry study done by the American Customer Satisfaction Index shows a 1.2 percent customer satisfaction drop overall within the automotive industry for 2013. Overall, the automotive industry stands at 83 for 2013, as opposed to 84 in 2012; scores are based on a scale of o to 100. Looking deeper into the numbers tells another story: customer satisfaction (CS) looks to be fairly stable, even improving slowly. CS has stayed between 82 and 84 since 2007, and has gone up from a 79 rating when the study first started in 1994. Many would argue that this year’s slight drop could easily be due to a shifting perception by customers, who’s needs have been catered to at higher levels in the last five years and have now gotten to expect a level of service that was a happy surprise for the...

Full article: http://www.hybridcars.com/customer-satisfaction-slightly-...

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