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Consumer satisfaction falls

20-Nov-2001

The University of Michigan's American Customer Satisfaction Index dropped slightly in the third quarter marking its fourth consecutive decline, as customer satisfaction with many consumer products fell, the Wall Street Journal reported in its online edition on Monday.



The index, which is to be released on Monday, fell to 72 points in the third quarter from 72.1 points in the second quarter, the Journal said.The paper said that 35 companies saw their customer satisfaction in the third quarter remain unchanged or decline out of the 44 consumer product names measured in the poll.



Food company H.J. Heinz was the highest-scoring company, but its score slipped to 89 points from 90 points a year ago, the Journal said. Coca-Cola Co. saw its score decline 5.8 percent to 81 points and Adolph Coors Co.'s score dropped 4.9 percent to 78 points. But confectionery makers such as Hershey Foods Corp. and Mars Inc. saw their scores rise, the report said.



The index is produced by the National Quality Research Center at the University of Michigan's Business School in partnership with the American Society for Quality and the CFI Group and measures customer satisfaction with consumer products and services generally, as well as for specific companies.

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