ASQ Quality Report

The Quarterly Quality Report
An ASQ Analysis of Quality & Customer Satisfaction
With Retail Trade, Finance & Insurance, and E-Commerce

Table 1

ACSI Overall Perceived Quality

 
Q4 '05
Q4 '04
% Change from last year
Q4 '94
% Change from 1st year

NATIONAL QUALITY INDEX
(all industries)

78.9

79.1

(0.3)

80.2

(1.6)

 

 

 

 

 

 

FINANCE

78.5

78.7

(0.3)

79.3

(1.0)

Banks

77

77

0.0

77

0.0

Healthcare Insurance

74

73

1.4

74

0.0

Life Insurance

80

82

(2.4)

80

0.0

Personal Property Insurance

83

84

(1.2)

83

0.0

 

 

 

 

 

 

RETAIL

77.6

77.4

0.3

78.7

(1.4)

Department & Discount Stores

76

76

0.0

80

(5.0)

Gasoline Service Stations

79

79

0.0

85

(7.1)

Health & Personal Care Stores

80

n/a

n/a

n/a

n/a

Specialty Retail Stores

76

77

(1.3)

78

(2.6)

Supermarkets

78

78

0.0

79

(1.3)

 

 

 

 

 

 

E-COMMERCE

85.6

84.0

1.9

80.7

6.1

Auctions

80

80

0.0

76

5.3

Brokerage

77

76

1.3

80

(3.8)

Retail

89

87

2.3

87

2.3

Travel

81

80

1.3

82

(1.2)

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