ACSI Retail Scores Advance Again
DDI: 97/100
The bellwether researcher on measuring consumer satisfaction has released its latest retail and e-commerce results for 4Q05 -- and the news is good. Sometimes their insightful commentary speaks for itself: "The American Customer Satisfaction Index (ACSI) advances for the third consecutive quarter, led by Target, Kohl’s, Amazon, J.C. Penney, and Costco. The Index is up 0.4% over the previous quarter to an aggregate score of 73.5. However, it remains slightly below the score for the final quarter of 2004, which was 73.6. As worker productivity fell in the fourth quarter of 2005, quality and customer satisfaction picked up: the quality of economic output increased but the quantity of output (per worker) declined. Falling productivity is usually regarded as worrisome, but in the light of rising consumer utility, it is not necessarily bad news since improvements in customer satisfaction often lead to increased consumer demand in the future."
The Data Dump salivates over impeccable studies like these because I can confidently tie these data on consumer opinions to the companies they affect. So with customer sat. on the rise for retailers, the DDIs for businesses like Kohl's and Amazon will improve for early 2006. Subsequently any DDIs that combine retail satisfaction attitudes with customer behavior on shopping experiences will also improve. Marketers in need of such DDIs for planning near-term retail messaging strategies should contact us as needed.
The bellwether researcher on measuring consumer satisfaction has released its latest retail and e-commerce results for 4Q05 -- and the news is good. Sometimes their insightful commentary speaks for itself: "The American Customer Satisfaction Index (ACSI) advances for the third consecutive quarter, led by Target, Kohl’s, Amazon, J.C. Penney, and Costco. The Index is up 0.4% over the previous quarter to an aggregate score of 73.5. However, it remains slightly below the score for the final quarter of 2004, which was 73.6. As worker productivity fell in the fourth quarter of 2005, quality and customer satisfaction picked up: the quality of economic output increased but the quantity of output (per worker) declined. Falling productivity is usually regarded as worrisome, but in the light of rising consumer utility, it is not necessarily bad news since improvements in customer satisfaction often lead to increased consumer demand in the future."
The Data Dump salivates over impeccable studies like these because I can confidently tie these data on consumer opinions to the companies they affect. So with customer sat. on the rise for retailers, the DDIs for businesses like Kohl's and Amazon will improve for early 2006. Subsequently any DDIs that combine retail satisfaction attitudes with customer behavior on shopping experiences will also improve. Marketers in need of such DDIs for planning near-term retail messaging strategies should contact us as needed.
posted by Darren Bosik at
Tuesday, February 21, 2006
