Americans are more satisfied with our own food than we are with pet food, athletic shoes and apparel, according to the American Customer Satisfaction Index, an ongoing, comprehensive survey of thousands of consumers about the products and services provided by more than 225 companies.
The ACSI has been asking consumers to rate their satisfaction with companies on a scale of 0 to 100 since 1995.
Tops in satisfaction this year, as it has been for the past 12 years, is condiment maker Heinz. Click on the photo above to find out how other food manufacturers - from candy maker Mars to soup giant Campbell - rate for customer satisfaction.
Why should we care?
ACSI founder Claes Fornell explains, "When there is little or no industry growth, the only way for many companies to expand is to take market share from competition. The best defense a company can have against competitive efforts to take market share is to have satisfied customers."
To measure customer satisfaction, ACSI asks three questions:
1. "Were you satisfied," measuring reaction to the overall experience
2. "How well did it meet your expectations," measuring satisfaction against expectations (a company that isn't well thought of that delivers better-than-expected service will do better on this question that a popular company that disappoints)
Read More: http://www.ocregister.com/articles/satisfaction-331921-companies-food.html
The ACSI has been asking consumers to rate their satisfaction with companies on a scale of 0 to 100 since 1995.
Tops in satisfaction this year, as it has been for the past 12 years, is condiment maker Heinz. Click on the photo above to find out how other food manufacturers - from candy maker Mars to soup giant Campbell - rate for customer satisfaction.
Why should we care?
ACSI founder Claes Fornell explains, "When there is little or no industry growth, the only way for many companies to expand is to take market share from competition. The best defense a company can have against competitive efforts to take market share is to have satisfied customers."
To measure customer satisfaction, ACSI asks three questions:
1. "Were you satisfied," measuring reaction to the overall experience
2. "How well did it meet your expectations," measuring satisfaction against expectations (a company that isn't well thought of that delivers better-than-expected service will do better on this question that a popular company that disappoints)
Read More: http://www.ocregister.com/articles/satisfaction-331921-companies-food.html
