In the 1990s, business focus on customer satisfaction was in its infancy and the satisfaction decline between 1994 and 1997 came at a time when profits were generated from efficiencies in production rather than from satisfied customers. As the profitability from customer satisfaction and customer retention became more apparent, except for the financial crisis in 2009, a long period of strong economic growth and increasing customer satisfaction followed. However, both economic growth and customer satisfaction began to flatten about a decade ago. Since 2019, there has been a sharp decline in customer satisfaction.
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