BizDev & Product Management: Dramatical Fall of the American Customer Satisfaction Index (ACSI)

Andreas Engel - BizDev & Marketing Consulting

andreasengel.com

Wednesday, February 16, 2005

Dramatical Fall of the American Customer Satisfaction Index (ACSI)

As I believed a few days ago it is proven now: The ACSI of eBay fell by 5 % compared to one year before. But in total an ACSI of 80 is still overaverage and eBay did not lose it's leading position among the online auctioneers.

Amazon.com also dropped 5% down from 88 to an ACSI of 84 and lost it's leading position to it's hardest books competitor barnesandnoble.com. The reason is seen in the fact that Amazon.com sells a wider range of products like electronics etc. which require more intensive customer service interactions than books. And they were so proud on an ACSI of 88....
Here is the full report

¶ 'Dramatical Fall of the American Customer Satisfaction Index (ACSI)' posted by eA : 3:19 PM

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Career

Andreas has been in Information and Communications Industries since 1999 and has specialized in strategy, marketing and technology since 2000. In this time he has seen many changes in business practice, and many improvements in technology, methods, products and services have appeared. He works hard to ensure he keeps abreast of developments in both business and technology. Andreas has worked successfully at all levels from interactive software developer to project manager. He has designed and implemented strategy, marketing and technology programs, as well as producing and presenting training programs. In several of his assignments he has been responsible for managing relationships with external organizations, both clients and suppliers. Andreas has a good knowledge of the consumer market, mobile and Internet industries. In particular, Andreas has an excellent knowledge of interactive Web platforms designed for consumer markets. Andreas is fully mobile on an international level - he has worked in Munich, Düsseldorf, Cologne, in places of EMEA and Seattle.

'People's behavior in researching buying related information and decision making has changed during the last months. Their favorite methods include researching buying related price comparison sites, RSS-feeds, review sites, blogs and travel sites, while consumer generated content and peer-reviews have a huge impact on their decision making.'