Quarterly customer satisfaction index numbers released on clarkhoward.com

The new quarterly results from the American Customer Satisfaction Index (ACSI) have been released.

This time around, the University of Michigan's ACSI honed in on the airline industry, the cell providers, the cable companies, fast food and the package delivery business.

Let's begin with the airlines. The full fare "Gang of 5" -- Continental, Delta, American, US Air and United -- all got failing grades. United was the worst with a score of 56 on a scale of 100.

In fact, United had the lowest score for three of the last four years in their category. This year, they scored even lower than the majority of the cable companies. Talk about really stinking it up!

The discount airlines fared much better. Most discounters were lumped together for a combined score of 77. Southwest Airlines was the sole standalone in the index and received its highest-ever score of 81. That's downright amazing compared to the rest of the industry!

In the hotel world, Hilton was named the top chain, followed by Marriott. The lowest score in this category went to Wyndham Worldwide.

The fast food chains offered a real shocker as Domino's pizza was named top dog. Domino's was followed by Starbucks tied with Wendy's in the second-place slot. In last place, Burger King tied with Kentucky Fried Chicken.

The best cable/satellite company was DirecTV with a score of 71. Charter really stunk it up at the bottom of the heap with a 51.

In package delivery, FedEx gets just about highest score of any business in any industry with an 84. UPS trails closely behind at 82, and the USPS checks in with a respectable 74.

What others are saying

Delta Airlines
I am not surprise that the top 5 airlines had failing grades. I recently endured much pain, disrespect and embarrassment from Delta Airlines. The airline customer service had agreed to change a ticket without penalty due to the sudden death of my brother. Well, when I tried to change I was put through the ringer. I was made to sound like a liar although I had an email from Delta. Delta agents treated very unkind and I had to go over my brother's sudden passing over and over. This was a real pain and I promised not to purchase another ticket from Delta. To bad Southwest does not fly to my frequest destinations.

Thank you
Franklyn
By Frankyn @ 05/21/09 10:05:16 AMreport abuse
My unsolicited opinions... :)
I fly once or twice a month and have done so for about 4 years now. After trying out Delta, Continental, United, Northwest, and Airtran, I have to give Airtan and Continental top marks. If Airtran flew to more airports, I'd rank 'em higher. I woudn't touch Delta with a 10ft pole.

I like UPS over FedEx, since they always seem to be cheaper for me. I haven't noticed any real differences beyond that. The USPS has all kinds of incentives to use FedEx/UPS. Long, slooooow lines! The ATM style kiosk thing is cool, but I can't ship anything of value over $500. What's up with that? The "tracking" system is laughable. I also find the USPS to not be that competitive when shipping boxes, as compared to UPS or FedEx.

As for TV, I use rabbit ears (ie, antenna, for those not familiar with the term), the internet, and Blockbuster/NetFlix/RedBox. Paying for Cable and satellite is too much!
By Medical Student @ 05/20/09 02:23:02 PMreport abuse
Continental
Continental IS NOT THAT BAD IT HARDLY EVER LOOSES A BAG COMPAIRED TO THE OTHER AIRLINES AND THERE PLAINS DONT HARM YOUR EARS LIKE SOUTH WEST.
By DUSTIN @ 05/19/09 07:42:34 PMreport abuse
USPS
If it wasnt for the understaffing at the Post Office it would be higher.
By ERICK @ 05/19/09 07:38:56 PMreport abuse
kfc
I can certainly see why kfc is at the bottom of the barrel when it comes to customer service. The one where I go to on a very infrequent basis is the pits. Slow service would be giving the place a compliment.
The retards "working" there are the pits. YOu would think they were employed by the government. And their recent free chicken fiasco..they probably promoted someone for the fine handling of that mess.
By brian @ 05/19/09 06:05:19 PMreport abuse

Delta Airlines

I am not surprise that the top 5 airlines had failing grades. I recently endured much pain, disrespect and embarrassment from Delta Airlines. The airline customer service had agreed to change a ticket without penalty due to the sudden death of my brother. Well, when I tried to change I was put through the ringer. I was made to sound like a liar although I had an email from Delta. Delta agents treated very unkind and I had to go over my brother's sudden passing over and over. This was a real pain and I promised not to purchase another ticket from Delta. To bad Southwest does not fly to my frequest destinations.

Thank you
Franklyn

By Frankyn @ 05/21/09 10:05:16 AMreport abuse

My unsolicited opinions... :)

I fly once or twice a month and have done so for about 4 years now. After trying out Delta, Continental, United, Northwest, and Airtran, I have to give Airtan and Continental top marks. If Airtran flew to more airports, I'd rank 'em higher. I woudn't touch Delta with a 10ft pole.

I like UPS over FedEx, since they always seem to be cheaper for me. I haven't noticed any real differences beyond that. The USPS has all kinds of incentives to use FedEx/UPS. Long, slooooow lines! The ATM style kiosk thing is cool, but I can't ship anything of value over $500. What's up with that? The "tracking" system is laughable. I also find the USPS to not be that competitive when shipping boxes, as compared to UPS or FedEx.

As for TV, I use rabbit ears (ie, antenna, for those not familiar with the term), the internet, and Blockbuster/NetFlix/RedBox. Paying for Cable and satellite is too much!

By Medical Student @ 05/20/09 02:23:02 PMreport abuse

Continental

Continental IS NOT THAT BAD IT HARDLY EVER LOOSES A BAG COMPAIRED TO THE OTHER AIRLINES AND THERE PLAINS DONT HARM YOUR EARS LIKE SOUTH WEST.

By DUSTIN @ 05/19/09 07:42:34 PMreport abuse

USPS

If it wasnt for the understaffing at the Post Office it would be higher.

By ERICK @ 05/19/09 07:38:56 PMreport abuse

kfc

I can certainly see why kfc is at the bottom of the barrel when it comes to customer service. The one where I go to on a very infrequent basis is the pits. Slow service would be giving the place a compliment.
The retards "working" there are the pits. YOu would think they were employed by the government. And their recent free chicken fiasco..they probably promoted someone for the fine handling of that mess.

By brian @ 05/19/09 06:05:19 PMreport abuse

Listen Live:

Clark On Demand:

Clark's Advice:

Consumer Action Center:

Quick Links:

Clark Media:

Call The Show:

May 19, 2009 -- Quarterly customer satisfaction index numbers released

What others are saying