Will Better Scores Boost Shares?
When a company’s customer satisfaction score has improved over the prior year’s results and is above the national average (currently 75.7), studies show its shares have a good chance of outperforming the broad stock market in the long run. The latest numbers from the American Customer Satisfaction Index, released Feb. 17, tell the tale.
| Ticker | 2007 Score | 2008 Score | Change from last year |
|---|---|---|---|
| ABOVE AVERAGE AND RISING | |||
| Rite Aid | 73 | 76 | 4.1% |
| The Kroger Co. | 75 | 77 | 2.7% |
| Expedia | 75 | 77 | 2.7% |
| MetLife | 76 | 78 | 2.6% |
| Prudential Financial | 77 | 79 | 2.6% |
| Overstock.com | 80 | 82 | 2.5% |
| Costco | 81 | 83 | 2.5% |
| Lowe's | 75 | 76 | 1.3% |
| CVS | 76 | 77 | 1.3% |
| J.C. Penney | 77 | 78 | 1.3% |
| Allstate | 78 | 79 | 1.3% |
| Kohl's | 79 | 80 | 1.3% |
| Netflix | 84 | 85 | 1.2% |
| BELOW AVERAGE AND FALLING | |||
| TD Ameritrade | 80 | 71 | -11.3% |
| E*TRADE | 73 | 69 | -5.5% |
| Dollar General | 78 | 75 | -3.8% |
| Office Depot | 78 | 75 | -3.8% |
| UnitedHealth | 65 | 63 | -3.1% |
| Office Max | 76 | 74 | -2.6% |
| Aetna | 66 | 65 | -1.5% |
| priceline.com | 73 | 72 | -1.4% |
| The TJX Companies | 74 | 73 | -1.4% |
| JPMorgan Chase | 74 | 73 | -1.4% |
| Macy's | 75 | 74 | -1.3% |
| Dillard's | 76 | 75 | -1.3% |
DATA: American Customer Satisfaction Index
