Marketplace Facts and Figures

Customer satisfaction in the Services industry continues to be below the 1994 baseline score
of 74.4.

(Source: American Customer Satisfaction Index, University of Michigan*)

Getting a customer's attention is much more difficult:

• Each of us receives more than 3,000 commercial messages a day.
• Only 15% of these register.

*The American Customer Satisfaction Index (ASCI) was established in 1994 and is a joint venture between private industries and the University of Michigan Business School to provide a new economic indicator. The ASCI tracks the quality of products and services from the perspective of the customer.