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CRM August 31, 2010 Koa Beck	Is a Transparent Government a Trusted One? ForeSee Results determines a consistent link between online transparency and citizens' trust of federal Web sites.
InternetNews December 18, 2006 Roy Mark	If Only eGov Sites Could Do More... Amid tight federal budgets and rising expectations, new report says government sites are falling short.
InternetNews October 28, 2008 Kenneth Corbin	Study: e-Gov Sites' Usability on the Rise Citizen's satisfaction continues to improve as government agencies gradually get with the digital program.
InternetNews July 28, 2010	Citizens Cooling on U.S. e-Government: Survey Customer satisfaction with federal e-government efforts continues to slip, though the losses are incremental, and researchers note the variations by category.
InternetNews October 27, 2009	Citizens Happier Than Ever With e-Gov Sites New survey highlights progress in government's march to the Internet.
InternetNews May 24, 2010	Microsoft Scores Good Will With Windows 7 Prominent measure of customer satisfaction finds that Microsoft's stock is rising in the public eye following the generally well received release of Windows 7.
Information Today April 29, 2010 Peggy Garvin	Two New Reports Assess Use of Government Websites ForeSeeResults.com and the Pew Internet Report have collected information on internet users' search for government data.
InternetNews August 25, 2010	Visitors Value Transparency On Gov't Websites New survey of visitors to federal websites finds that the amount of information and ease of use of a website has a strong correlation to how much people trust the agency.
Food Engineering December 1, 2005	Heinz rules in customer satisfaction study With the highest score ever recorded in the American Customer Satisfaction Index, H. J. Heinz Company remains the leader in the food manufacturing segment for the sixth straight year.
CRM December 2015 Leonard Klie	Slumping Customer Satisfaction Takes a Toll on the Economy The sixth consecutive quarterly dip bodes poorly for retailers heading into the holidays
InternetNews June 1, 2005 Susan Kuchinskas	Satisfied Online Shoppers Adding Up Study of customer satisfaction with top e-tailers finds winners, but the losers are still around.
InternetNews August 24, 2004 Michael Singer	E-Business, PCs Really Satisfy: Report Apple's shine not limited to just the iPod... Google gets high marks in a new consumer satisfaction report...
Bank Systems & Technology February 17, 2009 Maria Bruno-Britz	Consumers are Displeased with Finance Sector: U of Michigan ACSI Report Findings show consumers are less than happy with their banks when compared to last year.
InternetNews December 30, 2008 Christopher Saunders	Amazon Hangs Tough in Satisfaction Stats Other major online retailers reported a decline in customer satisfaction. Could this mean more rough times ahead for the industry?
InternetNews August 16, 2005 Susan Kuchinskas	Yahoo, Google Tops in Satisfaction Study Users like what they find on Google and Yahoo and are increasingly pleased with AOL, a new study finds.
PHONE+ May 20, 2009	Telco Customers Not Satisfied Even the U.S. Postal Service ranked higher in customer satisfaction than the telecom industry, according to the American Customer Satisfaction Index.
CRM November 2014 Leonard Klie	Customer Satisfaction Plunges Again American Customer Satisfaction Index sees one of its biggest drops in 20 years.
Insurance & Technology July 8, 2007 Nathan Conz	Insurance Call Centers Lag Behind Other Industries, But The Hartford Is a Diamond in the Rough A recent study shows that the insurance industry still has a way to go when it comes to call center satisfaction.
InternetNews August 19, 2008 Kenneth Corbin	Study: Google Tops in e-Business Satisfaction Customer satisfaction with Web-content services are on the rise, while researchers claim portals are losing out to search engines.
InternetNews June 1, 2007 Stuart J. Johnston	Web Retail All About Customer Experience Survey shows price doesn't count as much as a good experience with online customers.
InternetNews February 20, 2004 Robyn Greenspan	E-tailers Earn High Satisfaction Scores Retailers topped the customer satisfaction index when measured against their online brokerage, auction, and travel counterparts.
CRM January 25, 2013 Leonard Klie	Consumers Are Happier with Contact Centers Call Center Satisfaction Index finds Web self-service and email dominate the non-phone mix of contact channels, but social media is playing a critical role.
InternetNews February 19, 2008 Kenneth Corbin	Net Satisfaction on The Rise New research finds that the most satisfied customers are found on the Web.
CRM November 16, 2010 Lauren McKay	Facebook Flounders in Customer Satisfaction For the first time ever, the American Customer Satisfaction Index E-Business Report included social media Web sites in its annual survey.
Home Theater June 4, 2007	Consumers to Cable: You Stink Cable and satellite television companies have scored the lowest of any sector of industry in the latest American Consumer Satisfaction Index.
Insurance & Technology March 9, 2007 Nathan Conz	The ACSI Shows That Insurance Companies Are Improving Customer Service A crowded insurance marketplace means that consumers who are not satisfied with a carrier's quality of service can find viable options elsewhere. As a result, more and more insurers are making concerted efforts to improve their customer service.
Food Processing January 2009	Food Companies Remain on Top of Customer Satisfaction Index With the recession just beginning, the University of Michigan's American Customer Satisfaction Index dipped only a slight 0.1 percent in the third quarter of last year, to a score of 75 on a scale of 100.
CRM September 1, 2009 Christopher Musico	Jetting to a Better Customer Experience The airline industry is looking for a flight plan to combat the headwind of low satisfaction scores.
InternetNews August 18, 2009	Google, Apple Net High Marks for Customer Care New survey anoints Google, Apple tops in customer satisfaction for search and personal computers, highlights "uphill battle" for Microsoft's Bing.
InternetNews April 28, 2009 Kenneth Corbin	Obama's e-Gov Vision Off to Slow Start New study highlights challenges facing new administration as it works to bring government into the Internet age.
CRM April 2014 Leonard Klie	Contact Center Satisfaction Dropped 10 Percent in 2013 Companies can rebound by providing more multichannel customer service options.
CRM August 2014 Leonard Klie	Brands Deliver Inconsistent Engagements The phone still outperforms other channels for customer service.
InternetNews May 11, 2009 Michelle Megna	Apple Slips in E-Commerce Satisfaction Despite the beating that the e-commerce industry is taking during the downturn, a handful of firms managed to stand out or improve their customer satisfaction.
CRM November 1, 2006	The Pulse: Does Your Contact Center Measure Customer Satisfaction, Customer Loyalty, Neither, or Both? 0%: We only measure customer loyalty... 19%: We only measure customer satisfaction... etc.
Registered Rep. July 19, 2010 Jerry Gleeson	Edward Jones, RBC top J.D. Power investor survey Overall investor satisfaction with the dozen companies in the study was markedly higher this year, although the survey also showed that investors increasingly believe that investment firms are more focused on profits than on customer satisfaction.
AFP eWire October 4, 2004	Nonprofits Continue Love/Hate Relationship with Internet While web usage is prevalent in the nonprofit sector, a majority of charities aren't satisfied with their web design and many still aren't seeing much traffic, according to a recent survey.
InternetNews August 14, 2007 Nicholas Carlson	What Gives, Google? Report finds that Yahoo's customers are more satisfied than Google's. But Google users might just be greedy.
InternetNews December 30, 2009	Amazon Tops in E-tail Customer Service ForeSee Results has ranked the largest online retailers' customer service and found that Amazon has pulled ahead of Netflix to take the lead.
CIO May 1, 2003 Mohanbir Sawhney	How to Keep Your Customers Satisfied To learn if end users are happy, you have to ask the right people -- and the right questions.
CRM May 10, 2013 Syed Hasan	Choose a Winning Combination of Customer Experience Metrics Improve customer loyalty with the right mix of customer experience management (CEM) solutions.
Information Today November 10, 2015 Nancy K. Herther	Design Standards Take Federal Websites to New Levels of Usability In September 2015, the government released the U.S. Web Design Standards, which will be used for all official U.S. government websites.
Bank Technology News March 1, 2008 Larry Freed	Put Usability Testing to the Ultimate Test By using scientific customer satisfaction metrics for usability testing, you can identify where to focus improvements that will have the greatest positive impact on customer satisfaction and loyalty. Read on to see how.
Home Theater October 12, 2009 Mark Fleischmann	Customers Like TV Services Better Satisfaction scores are up for telco, satellite, and cable providers.
The Motley Fool August 2, 2010	Sprint's Hidden Upside Sprint Nextel reported earnings last week, and one of the big points of the conference call was what CEO Dan Hesse called a "two-and-a-half-year companywide obsession" with customer satisfaction.
CRM February 7, 2011	Less Automation Needed to Elevate Satisfaction with the Wireless Customer Experience Satisfaction is much lower among customers who go through automated response systems than live agents, new J.D. Power & Associates research finds.
CRM December 2013 Leonard Klie	Despite Outages, Customer Satisfaction with Electric Utilities Brightens Improved communication in Web self-service and proactive outreach have bolstered customer sentiment, according to a J.D. Power study.
CRM June 2015 Roxana Strohmenger	Taking a Measurable Approach to Customer Experience The ideal experience must deliver for consumers and businesses
Bank Systems & Technology January 26, 2010 Penny Crosman	Online Banking Customers Expect Fast Website Performance, Survey Finds 57% expect bank websites to load in two seconds or less.
The Motley Fool September 21, 2010 Gabriel Perna	Apple First in PC Customer Satisfaction For the seventh consecutive year, Apple remained the American consumer's favorite PC manufacturer according to a report from the American Consumer Satisfaction Index.
The Motley Fool September 8, 2008 Anders Bylund	Customer Satisfaction Is Google's Secret Sauce Google's customers are just so gosh-darn satisfied, especially compared to direct rivals like Microsoft, Yahoo!, or Time Warner's AOL.