Communications and Technology Industry Research

The 2Q2011 (second quarter of 2011) results on American Customer Satisfaction Index (ACSI) is out! According to American Customer Satisfaction Index -- a Michigan-based private company measuring ACSI -- the U.S. customer satisfaction rose in the second quarter to 75.7 from 75.6 the previous quarter.

Generally, the ACSI interviews Americans and asks about their satisfaction with the goods and services they have consumed. Then, it releases data to the public typically on a monthly basis, allowing stakeholders to focus in-depth on different segments of the economy over the entire calendar year.

Precisely, the results from ACSI act as an economic indicator measuring the satisfaction of consumers across the U.S. economy. The ACSI reports scores on a 0-100 scale at the national level. It also produces indexes for 10 economic sectors, 47 industries, more than 225 companies, and more than 200 federal or local government services.

The ACSI’s 2Q2011 results indicated that the U.S. customer satisfaction was 75.7, up from 75.6 in 1Q2011. The index kept fluctuating throughout 2010 from 75.9 in 2Q2010 to 75.3 in 4Q2010.

According to a press release, the customer satisfaction in the manufacturing durables sector, which includes automobiles and durable goods, was 82.3 in 2Q2011, up from 81.3 in 2Q2010. The automobile sector as a whole scored 83 in 2Q2011, up from 83 in 2Q2010.

In the automobile sector, companies that got increased customer satisfaction index in 2Q2011 compared to last year included GM-Cadillac, Toyota Motor Lexus, Toyota Motor Corporation, Honda (News - Alert) Motor Company, Ltd, Volkswagen AG, Nissan Motor Company, Ltd., and Ford Motor Company, with GM-Cadillac scoring 87 from 86; Toyota Motor Lexus scoring 87 from 85; Toyota Motor Corporation scoring 87 from 84; Honda Motor Company scoring 85 from 84; Volkswagen AG scoring 84 from 81; Nissan Motor Company scoring 84 from 82; and Ford Motor Company scoring 84 from 82.

Other companies that got increased customer satisfaction index in 2Q2011 compared to last year included Hyundai Motor Company with 83 up from 82 in 2Q2010; GM-Chevrolet with 82 up from 80 in 2Q2010; Kia Motors Corporation with 81 up from 80 in 2Q2010; Chrysler –Dodge with 79 up from 78 in 2Q2010; Chrysler –Jeep with 79 up from 77 in 2Q2010; and all others with 81 up from 80 in 2Q2010.

Some of the companies that got decreased customer satisfaction index in 2Q2011 compared to last year included Ford -Lincoln-Mercury with 86 down from 89 in 2Q2010; GM-Buick with 85 down from 88 in 2Q2010; BMW with 83 down from 86 in 2Q2010; GM-GMC with 83 down from 84 in 2Q2010; and Chrysler with 76 down from 80 in 2Q2010.

However, Daimler Mercedes Benz has maintained its customer satisfaction index with 86 from 4Q2010 to 2Q2011.

Recently, TMCnet had reported that DIRECTV - a pay TV provider – was at number one position in the 2011 American Customer Satisfaction Index, for the eleventh year.

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