{"id":12717,"date":"2008-05-21T15:31:44","date_gmt":"2008-05-21T15:31:44","guid":{"rendered":"http:\/\/www.customerservicemanager.com\/?p=12717"},"modified":"2018-02-06T15:35:12","modified_gmt":"2018-02-06T15:35:12","slug":"american-customer-service-index-q1","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/american-customer-service-index-q1\/","title":{"rendered":"American Customer Satisfaction Index &#8211; Q1 Highlights"},"content":{"rendered":"<p><strong>Following a year of falling ratings, the American Customer Satisfaction Index (ACSI) has made its first gain in a year.<\/strong><\/p>\n<p>The Index rose 0.4% to 75.2 on ACSI\u2019s 100-point scale, according to the latest quarterly survey.<\/p>\n<p>This quarter ACSI measured customer satisfaction in utilities, transportation, information, accommodation and food services and health care and social assistance.<\/p>\n<p>Highlights reveal AT&amp;T, McDonald\u2019s, Pizza Hut and Southwest Airlines all gain in the survey and Comcast, Continental Airlines, Sprint Nextel and US Airways fall.<\/p>\n<p>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.<\/p>\n<p>AT&amp;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.<\/p>\n<p>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.<\/p>\n<p>In the restaurant segment, customer satisfaction with Pizza Hut increased 6% to 76, and together with Papa John\u2019s lead the group. McDonald\u2019s rise 8% to 69, KFC and Taco bell are at 70 and Burger King score 71\/100 points.<\/p>\n<p>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.<\/p>\n<p>Ambulatory care leads the healthcare industry this quarter with a score of 81.<\/p>\n<p>Full details and results can be found at <a href=\"http:\/\/www.theacsi.org\" target=\"_blank\" rel=\"noopener\">www.theacsi.org<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Following a year of falling ratings, the American Customer Satisfaction Index (ACSI) has made its first gain in a year..<\/p>\n","protected":false},"author":108,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[4],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/12717"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/108"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=12717"}],"version-history":[{"count":2,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/12717\/revisions"}],"predecessor-version":[{"id":12719,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/12717\/revisions\/12719"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=12717"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=12717"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=12717"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}