The latest American Customer Satisfaction Index is out for June, revealing which industries customers love, hate and love to hate. The new survey shows that while customers are very satisfied with their electronic devices, they are not so happy with the companies that provide service to them. The survey also found that most Americans would rather go to the post office than fly, and go to the hospital, rather than deal with their insurance companies.
TVs on Top, Subscription Services Lagging
The latest survey found the greatest amount of customer satisfaction in their televisions and related products, including recording devices and video players. These products ranked at the top of the customer satisfaction index, with a score of 86 out of a possible 100 points. However, when the time comes to hook those devices up to a subscription service, customer satisfaction quickly goes south. Television subscription services ranked near the bottom of the index, scoring just 68 points out of the same 100 possible.
Car or Plane?
In addition, the new survey found that most Americans would rather travel by car than airplane. Automobiles and light vehicles also ranked near the top of the satisfaction index, with a score of 84, while the airlines industry came in at the bottom of the pack with a dismal score of 69. It should be noted that this is the highest score the airline industry has received in 17 years. Jet Blue and Southwest took top ratings in the industry, with scores of 83 and 81, respectively.
However, those who are traveling in their automobiles won’t be so pleased when they have to stop for a fill-up. Gasoline stations were also ranked at the bottom of the pack in this most recent index, with a customer satisfaction score of just 73. Still, as gas stations came out ahead of airlines in keeping their customers happy, perhaps those periodic stops will prove more satisfying than one long trip in the “friendly” skies.
Health Care vs. Health Insurance
The survey also found that folks would rather seek medical care than find a way to pay for it. Ambulatory care ranked at the bottom of the top 10 in terms of customer satisfaction, with a score of 82. When the time came to work with the health insurance company on paying for that care, customer satisfaction dropped 10 points to just 72.
Other Winners and Losers
Other industries rounding out the top 10 in the latest customer satisfaction index (with their scores) included:
Soft drinks (84)
Consumer shipping (83)
Personal care (83)
Food manufacturing (83)
Cooperative utilities (82)
Internet Retail (82)
Credit Unions (82)
Industries falling into the bottom 10 on the satisfaction index included:
Internet service providers (65)
Internet social media (69)
Wireless telephone service (72)
Internet news and information (73)
Fixed line telephone service (74)
Cellular phone service, computer software, Internet travel and municipal utilities all tied for the 10th slot with scores of 79.
Companies interested in building their business through high customer satisfaction would be wise to sit up and take notice of surveys like this. When competition is tight within in an industry, service is often the one feature that can set a company apart from the rest.