Trader Joe’s is the new king of grocery customer satisfaction, according to the latest American Customer Satisfaction Index released this week.ACSI results are based on surveys conducted over a 12-month period ending in December 2025, with scores reported on a 0-to-100 scale.Trader Joe’s score rose 2% year over year to 86, allowing the Monrovia, Calif.-based retailer to overtake last year’s leader, Publix, which scored 84 for the second consecutive year. H-E-B ranked third and was the only other grocer in t ...

DOVER, Del., Jan. 30, 2026 /PRNewswire/ -- Chesapeake Utilities Corporation (NYSE: CPK) announced that subsidiaries Florida City Gas and Florida Public Utilities have been recognized as 2025 Utility Customer Champions by Escalent, a leading data analytics and advisory firm serving the energy and utility industry. The two utilities are among just 36 providers nationwide honored for delivering exceptional service and demonstrating a strong commitment to customer satisfaction. "These honors reflect the streng ...

Financial Data and Key Metrics Changes - Retail transaction volume reached 14,020 units, representing a 134% year-over-year increase and a 35% quarter-over-quarter increase, marking the sixth consecutive quarter of growth above 130% [4][13] - Retail revenue for the quarter totaled RMB 820 million, up 84% year-over-year and 35% quarter-over-quarter [14] - Gross margin improved to 7.5%, the highest level in the past three years, up 0.5 percentage points year-over-year and 2.3 percentage points quarter-over-quarter [16] - Adjusted EBITDA loss narrowed significantly to RMB 5.3 million, a 43% reduction year-over-year and a 68% reduction quarter-over-quarter [17] Business Line Data and Key Metrics Changes - Wholesale transaction volume was 1,884 units, representing an 81% year-over-year increase and a 54% quarter-over-quarter increase [15] - Total revenue combining retail and wholesale reached RMB 879 million, representing a 77% increase year-over-year and a 34% increase quarter-over-quarter [15] Market Data and Key Metrics Changes - The Wuhan superstore, which opened in February, is expected to reach nearly 1,800 retail units in December, with local market share approaching 10% [5] - The Zhengzhou superstore, opened in late September, is expected to achieve approximately 900 retail units in December, with market share nearing 5% [5] Company Strategy and Development Direction - The company is expanding its superstore network, having opened three new superstores in 2025, and plans to open four to six additional superstores in 2026 [7] - The company aims to scale its business model nationwide through improved pricing accuracy, customer satisfaction, and operational efficiency [8][9] - The long-term target gross margin is around 10%, with existing superstores already approaching this target [25] Management Comments on Operating Environment and Future Outlook - Management expressed confidence in sustained and rapid growth, expecting retail transaction volume to exceed 18,500 units in Q4 2025, representing over 110% year-over-year growth [10][18] - The company believes that stable market conditions will support continued growth, with expectations for total revenue to exceed RMB 1.15 billion in Q4 2025 [18] Other Important Information - The company has established strategic partnerships with local governments in Tianjin, Guangzhou, and Yinchuan to jointly invest in new used car superstores [7] Q&A Session Summary Question: Sustainability of the current gross margin level - Management indicated that the gross margin of 7.5% is supported by stabilized new car pricing and improved profitability at the Wuhan superstore, with expectations for further margin expansion due to reduced competition and improved pricing capabilities [21][22][23][25] Question: Performance of the Zhengzhou superstore compared to Wuhan - Management noted that the Zhengzhou superstore has achieved higher sales and profitability in a shorter time frame due to lessons learned from the Wuhan superstore and improved pricing capabilities [28][30][31] Question: Comparison with Carvana's model - Management highlighted differences in sales channels, with Uxin operating through both offline superstores and an online marketplace, while also noting similarities in inventory management and focus on customer satisfaction [32][33][34][36]

Core Insights - Public Service Electric & Gas (PSE&G) has been recognized as the highest-ranked utility in customer satisfaction among large electric utilities in the East Region for the fourth consecutive year according to the J.D. Power 2025 Electric Utility Residential Customer Satisfaction Study [1][2] Customer Satisfaction and Recognition - PSE&G achieved the 1 ranking for excellence across key customer experience categories, including safety and reliability, problem resolution, ease, digital channels, people, and trust, based on a survey of 127,103 residential customers [2] - The utility ranked in the top three spots in all areas of customer segments for electric and gas, specifically ranking second in the electric business residential survey and second for the gas residential study, while also placing third for the gas business [3] Commitment to Customer Service - PSE&G's recognition reflects its long-standing focus on delivering reliable and affordable power while adapting to evolving customer energy needs and expectations [4] - The company continues to invest in customer technology, infrastructure upgrades, and innovative programs aimed at strengthening system reliability and reducing outages [4] Community Engagement and Support - Throughout 2025, PSE&G participated in over 450 community events to help customers access payment assistance programs, including the Low Income Home Energy Assistance Program (LIHEAP) [5] - The utility's suite of energy efficiency programs has engaged nearly 465,000 residential and business customers, collectively saving over $720 million annually on utility bills through various initiatives [6] Future Focus - PSE&G remains dedicated to advancing customer-focused improvements and investing in energy infrastructure to support New Jersey's homes, businesses, and communities for future generations [7] Company Background - PSE&G is New Jersey's oldest and largest gas and electric delivery public utility and has won the ReliabilityOne® Award for superior electric system reliability for 24 consecutive years [8] - The company has also been recognized as an ENERGY STAR Partner of the Year for three consecutive years in the Energy Efficiency Program Delivery category [8]

Core Insights - Customer satisfaction at the largest U.S. banks increased in 2025, with a notable decline in satisfaction among customers over age 65 for the first time in five years [1][3][13] - The average customer satisfaction score across nine major banks rose by eight points to 666 in 2025 [13] - Capital One Financial ranked first for the sixth consecutive year with a score of 702, while Wells Fargo ranked last for the first time since 2021 [7][12] Customer Satisfaction Trends - The 2025 U.S. National Banking Satisfaction Study surveyed over 11,000 retail banking customers, indicating a shift in preferences among older customers who are seeking more than just digital services [2][3] - Seniors are increasingly turning to alternative financial advice sources, such as credit unions and pension providers, due to their complex financial needs [3] - Customers reported improved understanding of credit card rewards, reflecting a desire for more value amid tighter budgets [4][10] Bank Rankings and Performance - U.S. Bancorp improved its ranking from fourth to second, surpassing JPMorgan Chase, which had held the second position since 2022 [8] - Bank of America experienced the largest increase in customer satisfaction, rising 21 points to fourth place from eighth in 2024 [8] - TD Bank saw the most significant drop in satisfaction, falling from third to eighth place with a 17-point decrease [9] Regulatory and Operational Context - Wells Fargo's customer satisfaction score decreased by only two points, despite being freed from a $1.9 trillion asset cap earlier in the year, allowing for more growth flexibility [12] - TD Bank is focusing on enhancing its U.S. operations and technology after facing regulatory challenges [11]

Core Insights - Rising costs and changing customer expectations are impacting satisfaction levels in the insurance and mortgage industry, as highlighted by the American Customer Satisfaction Index (ACSI) study [1][2] Industry Performance - Life insurance scored the highest satisfaction at 78, despite a 1% decline [1] - Health insurance and property and casualty (P/C) insurance both scored 76, with P/C considered the industry average [2] - Mortgage lenders ranked lowest at 74, also experiencing a 1% drop [2] Customer Expectations - Customers across all industries are seeking clarity, responsiveness, and human interaction [2] - The future of insurance and mortgage lending is seen in blending technological convenience with personal connection, enhancing customer understanding and support [3] Company-Specific Insights - USAA leads the P/C industry with an ACSI score of 85, up 2%, while State Farm follows at 79, down 1% [4] - Progressive achieved the largest year-over-year gain in the P/C sector, increasing by 3% to 78 [4] - Geico, Farmers, and Travelers saw significant declines in their scores, with Travelers dropping 8% to 72, the lowest among major providers [5] Customer Experience Metrics - Overall customer experience metrics declined, with claims processing speed at 73, call center satisfaction at 76, and agent courtesy at 72, all down by 5% [7] - Policy discounts and rewards metrics fell by 3% to 74, while mobile app quality and reliability decreased by 2% to 81 [8]

Core Insights - Walmart Inc. is recognized as America's largest retailer but has been rated poorly in customer satisfaction and company reputation according to two significant surveys [6]. Customer Satisfaction - In the ACSI Retail and Consumer Shipping Study 2025, Walmart ranked next to last in the Supermarket category with a score of 75, while the top company, Publix, scored 84, and the industry average was 79 [3][4]. - In the Online Multimarket segment, Walmart also ranked last with a score of 75, compared to Amazon's first-place score of 83 [3]. - Among General Merchandise retailers in the Hypermarket segment, Walmart again ranked last with a score of 73, while Target led with a score of 80 [4]. Company Reputation - According to the 2025 Axios Harris Poll 100, Walmart ranked 81st among 100 companies with a score of 68.3, dropping two places from the previous year [7]. - Walmart's reputation score placed it behind several competitors, including Target (68th), Macy's (67th), Dollar Tree (78th), Walgreens (65th), CVS (57th), Kroger (35th), and Costco (5th) [7]. - The Axios study involved a survey of 6,231 Americans to gauge public awareness of companies, followed by a second survey of 16,585 Americans to analyze the most-visible brands [8].

Core Insights - U.S. overall customer satisfaction has declined for three consecutive quarters, currently sitting at 77%, which is comparable to levels from 12 years ago [1] - Despite significant investments in customer experience (CX) tools and technologies, satisfaction rates have remained largely unchanged over the past 25 years [1][2] - The global customer experience management market was valued at $19 billion last year and is projected to grow to $68.24 billion by 2032, with a compound annual growth rate (CAGR) of 17.3% [3] Customer Value Drivers - Many enterprises claim to be customer-focused, but few effectively identify and rank customer value drivers, leading to reliance on guesswork [5][7] - Research indicates that there is often a lack of correlation between executives' and customers' rankings of value drivers, highlighting a disconnect in understanding customer needs [7] Importance of Data-Driven Insights - Decision-makers require intelligible and actionable data to enhance customer experience, integrating insights from various sources [8] - Unified customer experience management (UCXM) platforms, powered by AI, provide real-time information about customer interactions, enabling businesses to improve satisfaction [9] Competitive Differentiation - As products and services become more commoditized, the most sustainable differentiation lies in the customer experience throughout the entire lifecycle [10] - Companies that fail to leverage trustworthy and comprehensive data for CX improvement risk falling behind in a competitive market [10]

"If your customers want you to succeed, you probably will. Build something they truly love, that’s the ultimate survival strategy." — Elon Musk https://t.co/6uIBNu7ObX ...