Alphabet Inc (NASDAQ:GOOG)’s Google, Amazon (AMZN) register steep declines in customer satisfaction score

The American Customer Satisfaction Index (ACSI) declined to its lowest score in a decade in 4Q2015 following a string of declines spanning eight quarters. In terms of individual brands, Alphabet Inc (NASDAQ:GOOG)’s Google and, Inc. (NASDAQ:AMZN) pulled down the information sector score as they registered sharp drops in their scores.

The 4Q2015 score was down to 73.4 in a 0 to 100 scale. The steep drop in ACSI score comes at a time when there have been widespread concerns over the U.S. and global macroeconomic conditions. For example, consumer demand has tended to be week in the recent quarters and wages have also largely remained stagnant.

Performance overview

Looking at the overall U.S. economy, information sector registered the lowest ACSI score besides the government. Information services category posted the largest decline of 3.4%, only doing better than manufacturing and nondurable goods category that posted a 3.5% decline.

Google pulls down search engine/information category

Alphabet Inc (NASDAQ:GOOG)’s Google registered its second-lowest ACSI core in the latest case. Its ACSI dropped 6% from the previous year. With that Google pulled down the entire search engine category.

Online retail

Amazon’s ACSI also declined to its lowest mark ever. The company’s score was down 3.5% from a year ago to just 83. The same story went for eBay Inc. (NASDAQ:EBAY), another online retailer that saw its ACSI fall relative to a year ago.


In the smartphone category, both Apple Inc. (NASDAQ:AAPL) and Samsung saw their ACSI scores down from a year ago. Apple’s ACSI score was 80 compared to 83 a year ago. Samsung’s score was also 80, down from 81 a year ago.

Social media

Despite Alphabet Inc (NASDAQ:GOOG)’s Google pull down of the information sector, social media provided the bright spot for the information sector in the latest ACSI scores. Facebook Inc (NASDAQ:FB) led on the social media front as its ACSI score rose nearly 12% over the previous year. Other social media services Twitter Inc (NYSE:TWTR), LinkedIn Corp (NYSE:LNKD) and YouTube also posted remarkable improvement in their ACSI scores.

Neha Gupta

Neha Gupta has been in the financial space for over six years now. Gupta earned her MBA degree from Symbiosis Centre of Distance Learning in 2009 and her passion for finance led her to pursue Chartered Financial Analyst (CFA) course. She has successfully completed Level II of her CFA. She is a veteran in article writing, which is depicted in her numerous pieces published on SeekingAlpha, Nextiphonenews, InsiderMonkey, MarketWatch, and Techinsider. Her crisp and eloquent writing finds its best place in Researchcows, where emphasis is given on developing rich content for various websites, products, business plans, trainings, and book writing.

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