Customers have started to scratch their travel itch once again, but expectations aren’t being met. According to the American Customer Satisfaction Index (ACSI®) Travel Study 2021-2022, satisfaction with airlines is flying in the wrong direction, hotels aren’t hosting happy guests, and car rentals can’t get back on track. Online travel agencies are the only industry to improve customer satisfaction, but not by much.
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ATLANTA, April 15, 2021 /PRNewswire/ Allconnect, a leader in sales, marketing and digital solutions for utility companies, received a customer satisfaction score of 86 in 2020 as measured by the American Customer Satisfaction Index (ACSI). Allconnect s scores have ranked highest among companies publicly measured by the ACSI for the last three years, from 2018-2020.
ACSI is a national economic indicator of customer evaluations of the quality of products and services available to household consumers in the United States, and its syndicated results are calculated independently and without endorsement. Allconnect s score of 86, based on about 130,000 surveys, ranks above brands traditionally regarded as leaders in customer service, including Chick-Fil-A, Apple Phones, Trader Joe s, Costco, Nordstrom, Google and Amazon.
Online Shopping Feels the Heat as Customer Satisfaction in Retail Falls to Lowest Point Since 2015, ACSI Data Show
By
Staff
1 month ago
ANN ARBOR, Mich.–(BUSINESS WIRE)–#customersatisfaction–While much of the Retail sector anticipates a turnaround in 2021, customer satisfaction is not heading in the right direction.
Overall, the Retail sector declines 2.3% to a score of 75.5 (out of 100), according to the American Customer Satisfaction Index’s (ACSI
“2020 sent waves of disruption across the Retail sector,” says David VanAmburg, Managing Director at the ACSI. “From mandatory closures that halted in-person shopping to stock shortages caused by panic buying, retailers experienced anything but business as usual. Deliveries from online retailers were delayed, and customers were frustrated when high-demand items sold out. And it shows, as 86% of the retailers measured suffer downturns in customer satisfaction year over year.”
Citizen satisfaction with U.S. federal government services is in free fall.
Citizen Satisfaction with Federal Government Services (Graphic: Business Wire)
Citizen satisfaction plummets 4.4% to a score of 65.1 (out of 100), according to the American Customer Satisfaction Index’s (ACSI
“For the third straight year, satisfaction with the federal government takes a turn for the worse,” says Forrest Morgeson, Assistant Professor of Marketing at Michigan State University and Director of Research at the ACSI. “Marred by the COVID-19 pandemic, a contentious run-up to the November federal elections, and uncertainty following those elections, citizen satisfaction now resides at its lowest level since 2015, making the government’s uphill climb that much steeper.”