The American Customer Satisfaction Index (ACSI) revealed its end-of-the-year findings, and consumers are not satisfied – especially with personal care products. The category showed a decline of 6.1% from last year.

The report shows there is low consumer satisfaction, across the board, in all industries – with a few exceptions. Of the 43 industries tracked by ACSI, 5 improved, while 30 declined and the rest had no change.

Claes Fornell, Chairman and founder of the ACSI, commented, “By and large, the overall customer experience for goods and services purchased and consumed in the United States is getting worse. There are exceptions, but the overall trend of deteriorating customer satisfaction encompasses nearly every industry and is holding consumer spending in check, forcing retailers into steeper or more extended discounts.”

ASCI reports this data from its survey results collected from the fourth quarter of 2014 through the third quarter of 2015.

Consumers Are Happy Shopping Online

Consumers are happy shopping online, since three of the five industries that improved were Internet-based. “This demonstrates that consumers are embracing the online channel for its convenience, efficiency and price,” ACSI states.

Internet retail increased 5.1 percent to 82 on the ACSI’s 100-point scale, taking a share of the title for highest customer satisfaction among all industries. Improvement for the group of smaller online retailers, which includes the online part of brick-and-mortar stores, pushed the industry’s ACSI score higher – a sign that the online channel is more of a complement than a threat to traditional retail.

Nordstrom is Satisfying its Customers

Nordstrom is signaled out as one of the top ranking companies in consumer satisfaction, earning an 86 – along with Amazon and Chick-fil-A. A total of 72 companies earned an ACSI score of 80 or better in 2015. Most of the top ranking companies are manufacturers, which typically do better in customer satisfaction than service companies.

Another winner is Facebook. The social media site was the leader among all companies with gains in customer satisfaction, improving by 12 percent to a score of 75.

The Losers

It shouldn’t come as a surprise – the lowest-performing companies in customer satisfaction were in the telecom and airline categories.