ASQ Quality Report

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

Table 2

Customers Consistently Rate Service Quality Lower Than Product Quality

SERVICE

Perceived Quality Score

MANUFACTURING

Perceived Quality Score

Banks

77

Apparel

85

Health Insurance

74

Beverages

89

Life Insurance

80

Food Manufacturing

88

Dept & Discount Stores

76

Personal Care & Cleaning Products

89

Specialty Retail Stores

76

Automobiles

86

Supermarkets

78

Electronics

87

Online Retail

89

Major Appliances

88

Online Auctions

80

 

 

Source: Perceived quality ratings from American Customer Satisfaction Index (ACSI)

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