Takes

A Lucky Thing, Too
The Winter of Consumer Discontent
Good news: The American Customer Satisfaction Index has declined for the third year in a row. Actually, the folks who assemble the index–sponsored by the University of Michigan Business School and the American Society for Quality–think it’s bad news that consumers perceive a deterioration in the quality of goods and services. One economist warns that repeat business will be imperiled if satisfaction doesn’t improve. That would, indeed, be a rational response by consumers.