ACSI Data: Nondurables Struggle, as 90% of Major Manufacturers Fail to Satisfy Customers

The apparel industry overall bucks the trend of declining customer satisfaction in the manufacturing/nondurables sector, climbing 2.6% to an ACSI score of 79.

Kasto Adobe Stock Shopping With Mask
kasto - adobe stock

Customer satisfaction in the manufacturing/nondurables sector shrunk 1.5% to a score of 79.2 (out of 100), according to the American Customer Satisfaction Index’s (ACSI) Nondurable Products Report 2019-2020.

“While consumers still view the nondurables industries more favorably than others, the sector’s grip over the Index isn’t as tight as it once was,” says David VanAmburg, managing director at the ACSI. “Shopping patterns shifted almost overnight as customers stocked pantries during the early stages of the U.S. COVID-19 outbreak. The resulting supply chain issues and shortages led food processors and beverage makers alike to trim their product offerings and focus on core products to meet unprecedented demand. Unfortunately, they didn’t do enough to balance customer expectations.”

From American Customer Satisfaction Index

  • Following two years of high and stable customer satisfaction, the personal care and cleaning products industry wanes 4.8% to an ACSI score of 79.
  • The apparel industry overall bucks the trend of declining customer satisfaction in the manufacturing/nondurables sector, climbing 2.6% to an ACSI score of 79.
  • For athletic shoes, customer satisfaction declines across the industry in 2020, receding 2.5% to an ACSI score of 77. For the first time in a decade, satisfaction with athletic shoes sits below apparel.
Latest