The University of Michigan tracks customer satisfaction levels with nondurable household goods: apparel, athletic shoes, breweries, cigarettes, food manufacturing, pet food, personal care and cleaning products and soft drinks.

Of interest in the latest satisfaction pulse check: Even in the current “tough economy,” the customer satisfaction index dipped only 0.1% (one-tenth of one percent) during 3Q 2008. Overall, it currently pegs at 75 on a 100-point scale.

Founder of the American Customer Service Satisfaction Index, Claes Fornell, noted:

·   Customer satisfaction appears to be flattening; no surprise in “rocky” economy

·   Customer Service is key to customer retention, especially in a tough economy

·   Companies with higher satisfaction levels also have better sales and profits

·   The 0.1% drop from July through September this year is actually modest, given the overall climate

 See Customer Satisfaction: Ante Goes Up When Economy Is Down in CRM Buyer.