The Quarterly Quality Report
An ASQ Analysis of Quality & Customer Satisfaction
With Retail Trade, Finance & Insurance, and E-Commerce
Table 2
Customers Consistently Rate Service Quality Lower Than Product Quality
SERVICE
|
Perceived Quality Score
|
MANUFACTURING |
Perceived Quality Score |
Banks |
77 |
Apparel |
85 |
Health Insurance |
74 |
Beverages |
89 |
Life Insurance |
80 |
Food Manufacturing |
88 |
Dept & Discount Stores |
76 |
Personal Care & Cleaning Products |
89 |
Specialty Retail Stores |
76 |
Automobiles |
86 |
Supermarkets |
78 |
Electronics |
87 |
Online Retail |
89 |
Major Appliances |
88 |
Online Auctions |
80 |
|
|
Source: Perceived quality ratings from American Customer Satisfaction Index (ACSI)
