Airline Customer Satisfaction Down


According to a University of Michigan report, customer satisfaction with U.S. airlines has dropped to its lowest level since 2001.

The American Customer Satisfaction Index (ACSI) showed a drop of 1 point for airlines to 62 on it’s 100-point scale.

However two airlines bucked the downward trend; American Airlines went up 2 points to 62 and Southwest Airlines’ score rose 3 points to 79, leading the airline segment for the 15th consecutive year.

Bottom of the industry was US Airways Group, down seven points in customer satisfaction, with a score of 54 out of 100.

The ACSI survey measures customer satisfaction for different industry segments on a quarterly basis. Airlines, health care, hotels, restaurants, telecommunications and utilities are all rated.

The results of this quarter’s survey was based on the responses of 26,000 people from January to March 2008.

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