american customer satisfaction index
Customer Satisfaction Climbs Again as Travel Industry Rebounds to Pre-Pandemic Levels, ACSI® Data Show
the ACSI | April 23, 2024
ANN ARBOR, Mich., (April 23, 2024) — If last year’s industrywide customer satisfaction improvement pointed to the travel industry returning to normal, then this year’s marks confirm it: Travel is back! Satisfaction across airlines, lodging, car rentals, and online travel agencies climbs again, returning to prepandemic levels, according to the American Customer Satisfaction Index (ACSI®) Travel Study 2023-2024. The airline industry stands out, hitting an all-time customer satisfaction high of 77 after a second straight 1% year-over year improvement. “Airline customer satisfaction has climbed to new heights, reaching scores not...
Customers Give Hotels ‘5 Stars’ As Guest Satisfaction With the Industry Surges, ACSI Data Show
ACSI | April 18, 2023
ANN ARBOR, Mich.--Good news for the travel industry: Not only are folks giving in to wanderlust again, but they’re enjoying all the accommodations along the way. According to the American Customer Satisfaction Index (ACSI®) Travel Study 2022-2023, satisfaction across all four industries measured — airlines, hotels, car rentals, and online travel agencies — is up. The outlook is especially cozy for hotels. “After two years of decline, a sweeping surge in guest satisfaction with hotels could signal that the industry is moving past the pandemic,” says Forrest Morgeson, Assistant Professor of Marketing at Michigan Stat...
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...
