March 2011: Low Hanging Fruit: These Stats Show Opportunities to Best the Competition
Mar 03, 2011 by Confero Inc.
Each month, the Confero Connector brings you stats that impact customer experience within various industries. Take a look at these significant statistics that we uncovered recently:
Customer satisfaction continues to need a boost. The American Customer Satisfaction Index (ACSI) reported that the index has not increased since mid 2009, and now reflects the biggest drop in two years. The fourth quarter 2010 index fell 0.5% to 75.3 on the ACSI’s 0-100 scale.
One word goes a long way: Thank you... Of 6,115 U.S. credit union and bank customers that were asked to recall their most recent teller transaction, branch account opening experience or conversation with a call center representative, 88% reported that they remember being “thanked.”
Keep an eye on buying patterns of a growing grandparents segment. There are currently 69.6 million grandparents in the US, a figure expected to grow another 11% to roughly 76 million between now and 2015, according to new data from The Nielsen Company.
Early 2011 estimates of retail spending look positive. The U.S. Census Bureau advance estimates of U.S. retail and food services sales for January 2011, adjusted for seasonal variation and holiday and trading-day differences, but not for price changes, were $381.6 billion, an increase of 0.3% from the previous month, and 7.8% more than January 2010.
There is even more positive retail news: Luxury spending is up. Americans are spending again on small luxuries they gave up during the worst part of the recession, according to National Retail Federation study released in February.