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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