ASQ Quality Report - 1995 - 2004

10 Year Industry Overview

 
1
9
9
5
1
9
9
6
1
9
9
7
1
9
9
8
1
9
9
9
2
0
0
0
2
0
0
1
2
0
0
2
2
0
0
3
2
0
0
4
 
MEAN 
% Chg Perceived Quality
Soft Drinks
91
91
90
89
89
90
89
90
89
90
90
(1.1)
Food Manufacturing
90
90
88
88
88
89
89
89
89
88
89
(2.2)
Breweries
88
87
88
88
86
88
85
87
88
86
87
(2.3)
Automobiles
87
85
84
85
84
85
84
86
85
85
85
(2.1)
Gas/Service Stations
 
 
 
 
85
83
83
84
83
82
83
(3.5)
Long Distance Phone Service
87
87
 
 
 
 
 
79
79
 
83
(9.2)
Hotels
80.8
82
79
80
80
81
82
81
82
81.8
81
1.2
Local Phone Service
 
85
83
 
 
 
 
75
77
 
80
(9.7)
Personal Computers
85
80
75
78
79
81
79
77
79
80
79
(5.5)
Supermarkets
79
79
78
77
77
79
78
79
81
79
79
(0.2)
Specialty Stores
 
 
 
 
 
 
 
78
78
78
78
0
Department/
Discount Stores
80
80
79
77
78
77
77
76
76
77
77
(3.8)
Banks
78
77
74
74
73
71
72
73
76
78
74
(0.3)
Health Insurance
 
 
 
 
 
 
 
 
74
74
74
0.0
Restaurants (fast food/pizza/carry out)
73
72
72
71
71
69
71
70
71
74
71
1.6

Source: American Customer Satisfaction Index

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