Utility customer satisfaction drops for second straight quarter, report states

The American Customer Satisfaction Index (ACSI) fell by 0.6% for the first quarter of this year and now stands at 72.2 (out of a possible 100), according to Jack West, past president of the American Society for Quality (ASQ), and Claes Fornell, director of the University of Michigan Business School’s National Quality Research Center, which compiles and analyzes the ACSI data.

By the OGJ Online Staff

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