Since 1994, the American Customer Satisfaction Index, under the auspices of the National Quality Resource Center at the University of Michigan, has been the standard for measuring consumer satisfaction. The index measures satisfaction with 200 companies in 43 industries and is the most comprehensive system in place to reflect our likes and dislikes in the marketplace.

Second quarter results for 2007 indicate an overall score of 75.3 out of 100 with gains in service satisfaction outnumbering declines. In addition, overall satisfaction has risen for nine consecutive quarters, the longest period since measurement began in 1994.

I suspect that each of us has our own opinion on the state of quality and customer service based on personal experiences. In that regard, I agree with the current numbers from ACSI. Because they seem to parallel my own experiences, I thought it would be interesting to scroll through some of the companies reflected in the index and offer my own reaction and reflections.

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