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) |
