Comcast and Time Warner Cable may be two of the largest cable and Internet providers in the country, but they’re also the two worst, according to the latest American Customer Satisfaction Index. [More]
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List Of Companies With Worst Customer Service Scores Is Full Of Familiar Names
By 1.8.13 — Updated: 3.19.13
Bank of America, Comcast, Time Warner Cable, Delta, Charter, American Airlines — these are just a few of the all-too-familiar companies sitting comfortably in the back of the pack in terms of customer service for 2012. [More]
Bank Of America Dead Last In Customer Satisfaction Study
By 12.11.12
The folks at the American Customer Satisfaction Index have released their latest report on the banking industry and for the sixth year in a row, credit unions and small banks have outscored all the large financial institutions. And for the second consecutive year, Bank of America is bringing up the rear. [More]
Delta & McDonald's Are Big Losers In Customer Satisfaction Survey
By 6.21.11
Earlier today, the lovely folks at the American Customer Satisfaction Index released their latest data for airlines and fast food restaurants. And judging by the companies that came in last in each category, being the biggest doesn’t make you any better. [More]
AT&T, Comcast Rank Last In Customer Satisfaction Surveys
By 5.17.11
The folks at the American Customer Satisfaction Index have released their annual report on the various elements of the information sector. And it probably won’t come as a surprise to Consumerist readers that AT&T’s wireless division and Comcast each brought up the rear in their respective fields. [More]
American Customer Satisfaction Drops
By 3.27.08
The American Customer Satisfaction Index (ACSI) dropped again for the second consecutive quarter to 74.9. Why does this matter? “When customer satisfaction declines, consumers have less enthusiasm for repeating experiences that no longer provide the same gratification,” says Professor Claes Fornell. AKA, they’ll be spending less money.
Latest ACSI Survey Is Out: You Really Like Dollar General
By 2.21.08
The American Customer Satisfaction Index has released its latest scores of retail businesses, so we thought we’d take a look at the department store rankings by constructing a handy graph. When it comes to customer satisfaction, apparently Dollar General is doing something right—and Wal-Mart, as usual, is doing lots of things wrong.
DirecTV Raises Rates, Warns Customers Not To Switch To Cable
By 1.28.08
DirecTV is jacking up rates by 4% as of February 27 and is reminding newly disgruntled customers that DirecTV still ranks higher than cable according to the American Customer Satisfaction Index. Most customers can expect a $3-$5 increase, but don’t count on award-winning customer service.
TSA Declares Victory, Achieves Same Vaunted Status As IRS
By 12.23.07
The IRS is celebrating the results of an AP poll that ranks the TSA as the most hated arm of the federal government. More than anything, Americans apparently hate being inconvenienced by seemingly pointless and arbitrary security checks.
The AP poll, conducted Monday through Wednesday, found that the more people travel, the less they like TSA.
By 12.4.07
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Mainly driven by higher food prices, the American Customer Satisfaction Index went down for the first time in two years of continual growth. The blip was minus .1%, still up 1% from a year ago. [ACSI]
Consumerist ACSI Fund 1st Check In
By 9.10.07
Does higher customer satisfaction lead to better stock performance?
The Consumerist ACSI Fund v2.0
By 5.21.07
Based on your suggestions, we redid The Consumerist ACSI fund mock portfolio. We changed it from 100 shares to $1000 worth of each company, rounded down to whole shares. This way the highest stocks won’t have an undue influence on the portfolio’s performance.
The Consumerist ACSI Fund
By 5.18.07
We made a mock portfolio buying 100 shares of companies scoring high on the American Customer Satisfaction Index (ACSI).
How To Beat The Stock Market: Buy Companies With High Customer Satisfaction Scores
By 5.17.07
Using a back-tested paper portfolio and an actual case, the authors of a study published in the Journal of Marketing found that companies at the top 20% of the the American Customer Satisfaction Index (ACSI) greatly outperformed the the stock market, generating a 40% return.
Most And Least Improved Companies In Customer Satisfaction Since 1994
By 5.15.07
We’re obsessed excited by this ACSI data so let’s slice it another way!
Customer Satisfaction Winners And Losers
By 5.15.07
Here are the winners and losers on the American Customer Satisfaction Index for industries of particular interest to Consumerist readers. The scores are out of 100. Format is company name (score, difference from last year’s score).
Customer Satisfaction Up Thanks To Lower Prices, Not Increased Quality
By 5.15.07
But if the increase in quality is minor and ACSI growth is driven mostly by lower prices, or an absence of price increases, satisfaction becomes vulnerable to more volatility because prices change much quicker than quality…. Pricing power depends on upward shifting demand curves. But an upward shift is unlikely unless there is shrinking supply or higher levels of buyer satisfaction. There are no signs of the former in most industries, so the latter becomes more critical.
Good product quality and customer service and starting to look like a savvy business decision yet? — BEN POPKEN
