In your excellent article on outages in the September issue (“Outages prompt lawsuits, dismissals at major utilities,” page 1), you refer to a U of Michigan Business School report on customer satisfaction. How can I get this study. Thanks.
Armen Nishanian
Manager Market Research
Orange & Rockland
Pearl River, N.Y.
The American Consumer Satisfaction Index is produced through a partnership of the University of Michigan Business School, the American Society for Quality and Arthur Andersen. The ACSI home page can be found at: www.bus.umich.edu/ research/nqrc/acsi.html
This site features a complete list of scores from the most recent survey.
For the web-disabled, the U Mich. Business School is located at: 701 Tappan St., Ann Arbor, MI 48109-1234 USA. The ACSI is located at C2420 Computing Services Bldg. / Phone: (734) 763-9767 / Fax: (734) 763-9768.
-MTB