american customer satisfaction index
Customer Satisfaction With Hotels Continues Free Fall, While Online Travel Agencies Bounce Back Slightly
ACSI | April 26, 2022
ANN ARBOR, Mich.--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. “Many folks ventured out to travel for the first time since the pandemic hit only to be met with lackluster service and dashed hopes,” says Forrest Morgeson, Assistant Professor of Marketing at M...
American Customer Satisfaction Index Travel Report 2016: Travelers More Satisfied with Airlines and Internet Travel Services; Hotels Have Room for Imp
ACSI | April 26, 2016
Better In-Flight Experience Increases Passenger Satisfaction ANN ARBOR, Mich., (April 26, 2016) – Record profits driven by lower fuel costs are allowing airlines to invest in the in-flight experience, resulting in higher passenger satisfaction according to the American Customer Satisfaction Index's (ACSI) Travel Report 2016. Airline satisfaction is up 4.3 percent to 72 on the ACSI's 100-point scale, matching the all-time high set in 1994. "Airlines have always been one of the lowest-scoring industries in the ACSI because the in-flight experience was miserable," says Claes Fornell, ACSI founder and Chairman. "Historically, people w...
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