American Customer Satisfaction Index – Q1 Highlights

Following a year of falling ratings, the American Customer Satisfaction Index (ACSI) has made its first gain in a year.

The Index rose 0.4% to 75.2 on ACSI’s 100-point scale, according to the latest quarterly survey.

This quarter ACSI measured customer satisfaction in utilities, transportation, information, accommodation and food services and health care and social assistance.

Highlights reveal AT&T, McDonald’s, Pizza Hut and Southwest Airlines all gain in the survey and Comcast, Continental Airlines, Sprint Nextel and US Airways fall.

In the hotel industry, Marriott, Hyatt and Hilton lead the sector with 78/100 points. At the lower end of the scale reside Comfort Inn, Quality Inn, Econo Lodge and Best Western.

AT&T leads the telecom industry segment at 75/100 points. Verizon falls 3% to 70 while Comcast gained 3% to 69 but remains at the bottom of the ranking.

Customer satisfaction with airlines fell for a third year in a row, with Continental Airlines and US Airways experiencing the largest falls. American Airlines and Southwest Airlines made the largest gains in customer satisfaction.

In the restaurant segment, customer satisfaction with Pizza Hut increased 6% to 76, and together with Papa John’s lead the group. McDonald’s rise 8% to 69, KFC and Taco bell are at 70 and Burger King score 71/100 points.

Customer satisfaction with the utilities sector rose 1% to 74. Southern Company, with a score of 81 hold the top spot. Reliant Energy, with its eco friendly options increased 2% to 72.

Ambulatory care leads the healthcare industry this quarter with a score of 81.

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Full details and results can be found at www.theacsi.org.

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