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American Customer Satisfaction Index LLC

Customer satisfaction is declining

Customer satisfaction is declining

ANN ARBOR, Mich. — Consumer satisfaction with the retail experience declined for the second consecutive year in 2015, according to American Customer Satisfaction Index LLC (ACSI). The management consulting company maintains a barometer called the American Customer Satisfaction Index, measuring customer satisfaction on a 100-point scale, with 100 as the highest possible score. Last year’s