Auto Service World
Feature   October 1, 2000   by CARS Magazine

Consumer satisfaction index shows rising satisfaction with manufacturing durables

Strong gains in satisfaction among customers for automobiles/vans/light trucks, personal computers and major household appliances have pushed the American Customer Satisfaction Index (ACSI) for manufa...


Strong gains in satisfaction among customers for automobiles/vans/light trucks, personal computers and major household appliances have pushed the American Customer Satisfaction Index (ACSI) for manufacturing durables to 79.4 on a 0 to 100 scale, its highest level in five years.

Competitive pressures and a renewed emphasis on the customer are significant factors in the strength of the manufacturing durables sector, which rated 72.8, up from 72.5 in the last quarter and 72.0 one year ago.

The automotive industry helped drive this increase, with a 2.6% gain in satisfaction to an ACSI of 80. Hyundai rated an 11.8% increase, the biggest single gain in satisfaction among buyers, with DaimlerChrysler’s Dodge nameplate registering an 8% rise.

Company scores can be found on the University of Michigan Business School’s website: www.bus.umich.edu.


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