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Happy Customers Open Their Wallets
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SURVEY SAVVY
According to the American Customer Satisfaction Index (ACSI), customer satisfaction for the fourth quarter of 2006 peaked at 74.9 on a 100-point scale, the highest level recorded since its initial measurement in 1994 and up almost 2% from 2005. Satisfaction in the finance and insurance sector registered at 76, exceeding the national average and lagging behind only the e-commerce sector’s score of 80.
University of Michigan professor Claes Fornell, who compiles the ACSI statistics, said, “Rising wages, little inflation and falling unemployment combined with higher customer satisfaction and strong consumer confidence suggest the trend in spending growth will continue to drive economic growth.”
Source: ACSI, www.theacsi.org .
