“(I Can’t Get No) Satisfaction” has been the theme song of U.S. consumers for the past two years, but they may need to look for a new anthem.
Following steep falloffs in 2015 and 2014, the American Customer Satisfaction Index (ACSI) is changing course. In the first quarter of 2016, ACSI gained 0.4% to an aggregate score of 73.7 on a 100-point scale. Even this small improvement is a positive sign. However, it still does not reverse the significant decline ACSI has experienced since the first quarter of 2014, when it surpassed 76 and reached its highest point since 1994.. . . more