Customer satisfaction slowly and steadily climbed during the fourth quarter of 2005, according to The American Customer Satisfaction Index.The index is released quarterly and examines customer satisfaction in rotating groups. During the fourth quarter, it measures satisfaction with the quality of products and services in retail, financial services and e-commerce. The index increased 0.4 percent over the previous quarter to an aggregate score of 73.5, but it remains slightly below 2004. Customer satisfaction with e-commerce, finance and insurance rose, but the high price of gasoline dragged down the retail trade sector.

“The ACSI’s measure of satisfaction has historically led to repeat business and increased spending, and the new data suggest that consumer spending will rebound,” says Claes Fornell, director of the University of Michigan National Quality Research Center, which compiles and analyzes the data. “But the negative savings rate suggests that consumers have been spending beyond their means, which may affect the degree to which spending will increase.”

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