Benchmarks By Company

Procter

	Base- line	95	96	97	98	99	00	01	02	03	04	05	06	07	08	09	10	11	12	13	Previous Year % Change	First Year % Change

	Base- line	95	96	97	98	99	00	01	02	03	04	05	06	07	08	09	10	11	12	13	Previous Year % Change	First Year % Change
HEALTH CARE & SOCIAL ASSISTANCE	74.0	74.0	71.0	67.0	72.0	70.0	69.0	68.0	70.0	73.0	76.0	70.8	74.1	76.8	78.0	78.5	77.0	78.4	78.5	80.0	1.9	8.1

	Base- line	95	96	97	98	99	00	01	02	03	04	05	06	07	08	09	10	11	12	13	Previous Year % Change	First Year % Change
ENERGY UTILITIES	75.0	74.0	75.0	73.0	73.0	74.0	75.0	69.0	73.0	73.0	72.0	73.1	72.4	72.9	73.6	73.7	74.1	74.7	76.7	77.4	0.9	3.2

	Base- line	95	96	97	98	99	00	01	02	03	04	05	06	07	08	09	10	11	12	13	Previous Year % Change	First Year % Change
INFORMATION	78.5	78.3	76.0	71.1	71.4	70.2	69.4	68.0	68.3	69.3	67.5	65.8	68.6	68.3	68.6	70.2	72.8	72.3	71.9	72.3	0.6	-7.9

	Base- line	95	96	97	98	99	00	01	02	03	04	05	06	07	08	09	10	11	12	13	Previous Year % Change	First Year % Change
FINANCE & INSURANCE	78.5	74.1	74.5	74.6	74.4	73.9	74.4	73.3	73.8	74.7	73.4	73.9	76.0	75.5	76.0	77.1	76.1	76.2	75.4		-1.0	-3.9

	Base- line	95	96	97	98	99	00	01	02	03	04	05	06	07	08	09	10	11	12	13	Previous Year % Change	First Year % Change
MANUFACTURING NONDURABLE GOODS	81.6	81.2	79.0	78.5	78.8	80.0	80.8	80.3	81.0	80.9	80.8	81.8	82.3	81.7	82.3	81.5	81.3	81.0	81.9		1.1	0.4

	Base- line	95	96	97	98	99	00	01	02	03	04	05	06	07	08	09	10	11	12	13	Previous Year % Change	First Year % Change
MANUFACTURING NONDURABLE GOODS	81.6	81.2	79.0	78.5	78.8	80.0	80.8	80.3	81.0	80.9	80.8	81.8	82.3	81.7	82.3	81.5	81.3	81.0	81.9		1.1	0.4

	Base- line	95	96	97	98	99	00	01	02	03	04	05	06	07	08	09	10	11	12	13	Previous Year % Change	First Year % Change
MANUFACTURING DURABLE GOODS	79.2	79.8	78.8	78.4	77.9	77.3	79.4	78.7	79.0	79.2	78.3	78.9	80.1	80.9	80.7	81.6	81.3	82.3	83.0		0.9	4.8

	Base- line	95	96	97	98	99	00	01	02	03	04	05	06	07	08	09	10	11	12	13	Previous Year % Change	First Year % Change
MANUFACTURING DURABLE GOODS	79.2	79.8	78.8	78.4	77.9	77.3	79.4	78.7	79.0	79.2	78.3	78.9	80.1	80.9	80.7	81.6	81.3	82.3	83.0		0.9	4.8

	Base- line	95	96	97	98	99	00	01	02	03	04	05	06	07	08	09	10	11	12	13	Previous Year % Change	First Year % Change
E BUSINESS							63.0	65.0	68.7	71.4	72.5	75.9	76.5	75.2	79.3	81.5	73.5	75.4	74.2		-1.6	17.8

	Base- line	95	96	97	98	99	00	01	02	03	04	05	06	07	08	09	10	11	12	13	Previous Year % Change	First Year % Change
TRANSPORTATION	70.3	71.1	74.3	70.9	69.9	68.7	70.0	67.9	71.3	72.0	73.3	72.4	72.3	71.1	71.7	72.6	73.3	73.2	73.6		0.5	4.7

	Base- line	95	96	97	98	99	00	01	02	03	04	05	06	07	08	09	10	11	12	13	Previous Year % Change	First Year % Change
ACCOMMODATION & FOOD SERVICES	73.2	71.6	69.5	70.2	70.0	70.7	71.2	71.0	71.0	73.4	71.7	74.2	75.8	75.7	77.3	78.9	77.3	79.4	78.9		-0.6	7.8

	Base- line	95	96	97	98	99	00	01	02	03	04	05	06	07	08	09	10	11	12	13	Previous Year % Change	First Year % Change
MANUFACTURING DURABLE GOODS	79.2	79.8	78.8	78.4	77.9	77.3	79.4	78.7	79.0	79.2	78.3	78.9	80.1	80.9	80.7	81.6	81.3	82.3	83.0		0.9	4.8

	Base- line	95	96	97	98	99	00	01	02	03	04	05	06	07	08	09	10	11	12	13	Previous Year % Change	First Year % Change
RETAIL TRADE	75.7	74.6	73.2	70.8	74.7	73.3	72.9	74.8	74.6	75.0	72.6	72.4	74.4	74.2	75.2	76.2	75.0	76.1	76.6		0.7	1.2

	Base- line	95	96	97	98	99	00	01	02	03	04	05	06	07	08	09	10	11	12	13	Previous Year % Change	First Year % Change
E COMMERCE							75.2	74.3	77.6	80.8	78.6	79.6	80.0	81.6	80.0	81.4	79.3	80.1	81.1		1.2	7.8

	Base- line	95	96	97	98	99	00	01	02	03	04	05	06	07	08	09	10	11	12	13	Previous Year % Change	First Year % Change

Score tables print best in landscape.

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Notes
The ACSI releases industry results monthly and updates the national index quarterly. Baseline measurements are from the summer of 1994.

The "All Others" score for an industry represents the remainder of the total industry market share, less the market shares of the measured companies. This benchmark is an aggregate of a representative number of customer interviews from each of potentially hundreds of smaller companies within the industry.

**The limited-service restaurant industry was not measured in 2004 due to a change in the quarterly measurement system that was in place at that time.