Latest news with #ForrestMorgeson
Miami Herald
3 days ago
- Business
- Miami Herald
McDonald's secures honor no restaurants wants
America's restaurant industry is at a post-pandemic crossroads, grappling with rising prices, shifting consumer habits, and the relentless march of digital transformation. Both independent eateries and well-known chains have been suffering and closing rapidly, and there doesn't seem to be one reason for failure or recipe for success. Don't miss the move: Subscribe to TheStreet's free daily newsletter Yet, as the latest 2025 American Customer Satisfaction Index (ACSI) Restaurant and Food Delivery Study reveals, the biggest names in the business often fall short where it matters most: customer satisfaction. While large chains dominate the landscape in terms of sales and visibility, their sheer scale doesn't always translate to happy customers. In fact, the ACSI study shows that many of the industry's largest players - especially in the quick-service and food delivery sectors - routinely fall behind smaller rivals in customer satisfaction scores. For example, the quick-service restaurant (QSR) sector maintained a customer satisfaction score of 79 out of 100. Chick-fil-A led the survey for the 11th year in a row, scoring 83. McDonald's, Wendy's, and Taco Bell failed to make the top tier, overshadowed by regional favorites and smaller brands that have made strides in customer service. McDonald's earned the worst ACSI score (70), but ACSI analysts believe the chain's new efforts to speed up research and development needed to drive faster technology and menu changes could reverse the company's slide. Raising Cane's and Wingstop, relative newcomers compared to some names on the list, are gaining ground by focusing on a limited menu, quality, and digital engagement even as they grow. The full-service segment tells a similar story. Texas Roadhouse, a chain that emphasizes local flair and attentive service, topped the list with an 84. Olive Garden and LongHorn Steakhouse also performed well, but many other big names struggled. Chili's, for example, saw its score drop by 3%, while Buffalo Wild Wings and Denny's posted some of the lowest satisfaction ratings in the sector. Related: Trader Joe's rivals could learn a lesson from the cult favorite company What's driving the gap? "Large chains often face challenges maintaining consistency and personal touch as they expand. Customers notice when service feels impersonal or when digital experiences don't match up to expectations," said Associate Professor of Marketing at Michigan State University and ACSI's Director of Research Emeritus, Forrest Morgeson, in an announcement. Digital ordering and delivery have become critical to the restaurant experience, but the biggest brands are stumbling here, too. The nationwide chains rely on digital platforms for ordering and delivery, but the third-party services may make it difficult for them to provide a seamless or consistent experience. Satisfaction is highest among dine-in customers (83), but falls for carry-out (79) and drops even further for delivery (74). The complexity of scaling digital operations appears to be a stumbling block for many industry leaders. Perhaps nowhere are the challenges facing big brands more evident than in food delivery. While the sector as a whole improved slightly to a satisfaction score of 74, smaller delivery brands outperformed the giants. Uber Eats scored 75, while DoorDash and Grubhub each managed only 73. Chick-fil-A also led in the South and West and tied with Culver's in the Midwest, while Starbucks took the Northeast. In the burger category, Culver's edged out Burger King; in pizza, Papa Johns and Pizza Hut came out on top - demonstrating that even within categories, the biggest names don't always win. As the restaurant industry faces economic headwinds and changing consumer expectations, the ACSI survey makes one thing clear: being big isn't enough. Customers want quality, consistency and a personal touch. These are areas where smaller or regional brands can beat out the big nationwide chains. Related: Trader Joe's making huge mistake not copying Walmart, Target The Arena Media Brands, LLC THESTREET is a registered trademark of TheStreet, Inc.
Business Wire
6 days ago
- Business
- Business Wire
Chick-fil-A Tops Quick-Service Restaurants for 11 th Straight Year Despite Slowest Growth in Two Decades, ACSI Data Show
BUSINESS WIRE)--Amid rising food prices and shifting consumer preferences, the restaurant industry is facing a dilemma of 'super size' proportions. The brands that succeed will be the ones that adapt quickly to shifting tastes without compromising consistency or experience. Quick-service restaurants maintain a steady customer satisfaction score of 79 (on a 100 point scale), while full-service restaurants — despite slipping 2% to 82 — remain one of the highest-rated industries in the Index, according to the American Customer Satisfaction Index (ACSI ®) Restaurant and Food Delivery Study 2025. At the same time, U.S. chain sales grew just 3.1% in 2024 — falling short of the 4.1% menu-price inflation rate. Restaurants must now navigate a razor-thin margin between maintaining customer loyalty and managing escalating costs. With households increasingly treating dining out as a luxury, every menu item and service interaction becomes a potential make-or-break moment. 'Restaurants can't simply rely on their traditional playbooks anymore," says Forrest Morgeson, Associate Professor of Marketing at Michigan State University and Director of Research Emeritus at the ACSI. "Smaller, popular brands like Raising Cane's and Wingstop are proving that creative marketing, digital engagement, and focusing on core strengths can challenge even the most established chains. The brands that succeed will be the ones that adapt quickly to shifting tastes without compromising consistency or experience.' Texas Roadhouse takes the restaurant crown Among sit-down venues, steaks still reign supreme. Last year's co-leaders Texas Roadhouse (down 1%) and LongHorn Steakhouse (down 2%) finish first and second with ACSI scores of 84 and 83, respectively. Olive Garden slides 2% to 81. Applebee's inches closer to the leaders, up 1% to 80. Although the chain faces the same traffic challenges as much of the industry, customers seem to appreciate its 'Everyday' value platform. Red Robin climbs 3% to 78 thanks in large part to its focus on menu and food. Meanwhile, Chili's, which saw average unit volumes increase 16% in 2024, experiences a 3% satisfaction drop to 78. This lower satisfaction was largely driven by its carry-out performance during spring 2024, when it began targeting McDonald's with products and messaging. At the bottom end of the industry, Buffalo Wild Wings sinks 4% to 76, and Denny's slips 1% to 75. Customers can become more critical of the quality of products and services when prices increase. This is the case with the full-service restaurant customer experience, as customer experience benchmarks decline across the board. Still, the food and service metrics are quite high. Accuracy of food order leads the way at 88, while beverage quality and waitstaff performance both score 86. The lowest ratings are related to the digital experience, which also shows the most deterioration. Website satisfaction tumbles 6% to 82, mobile app quality slides 6% to 80, and mobile app reliability plunges 8% to 78. Additionally, customer satisfaction with full-service restaurants varies significantly depending on the type of purchase experience (dine in, carry out, or delivery). Customers who dine in are by far the most satisfied (despite the score slipping 1% to 83). However, satisfaction falls 5% to 79 for carry-out service and plummets 9% to 74 for delivery. Chick-fil-A rules the roost among quick-service restaurants Chick-fil-A leads the industry for the 11 th year in a row with a steady ACSI score of 83. However, the chain experiences its slowest growth in 20 years after U.S. sales only grow 5.4% in 2024, providing openings for popular brands like Raising Cane's and Wingstop. Among other chicken chains, KFC stumbles 5% to 77 as it faces competitors who are adapting to shifting preferences more quickly. Popeyes (up 4% to 75) looks to build on gains by rolling out its 'Easy to Run' initiative to standardize processes, improve order accuracy, and reduce wait times. Other notable score changes include Panda Express (up 4% to 80), which jumps into a second-place tie with Starbucks (unchanged). The chain's documented emphasis on training shows in its strong performance on service quality and value. Little Caesars, up 3% to 77, improves ratings for food and service quality since introducing Crazy Puffs and continues its strong performance for value. Five Guys and Sonic both falter 4% to scores of 75 and 73, respectively. Last-place McDonald's dips 1% to an ACSI score of 70. The chain's new efforts to speed up R&D to drive faster technology and menu changes may reverse this trend. The customer experience for quick-service restaurants is similar to last year. Every aspect receives a score of 81 or higher. Accuracy of food order and quality of mobile app lead the way at 85, both down 1% year over year. Mobile app reliability is 1% lower at 84, matching beverage quality, staff courtesy and helpfulness, food quality, and website satisfaction (the only metric to increase in 2025). Chick-fil-A leads in the South and West, rivals Culver's in the Midwest, while Starbucks has the goods brewing in the Northeast Most of the reported quick-service restaurant brands fall into one of four categories: burgers, chicken, pizza, and coffee/bakery-cafe. Culver's (78) leads burger chains (the largest category), followed closely by Burger King (77). Chick-fil-A (83) leads the chicken category by a wide margin. Papa Johns and Pizza Hut (both 79) share the pizza chain lead, just ahead of Domino's (78). Starbucks (80) outperforms Panera Bread (79) and Dunkin' (78) in the coffee/bakery-cafe chain category. ACSI is also reporting its first-ever geographic results by region. Chick-fil-A and Starbucks show broad appeal across regional markets. Chick-fil-A leads outright in the South (84) and West (82). The chain faces stiff competition in the Midwest, however, tying Culver's for the top spot at 82 apiece. Starbucks is a top-two performer in three of the four regions: first in the Northeast at 80, second in the South (tied with Pizza Hut at 82), and second in the West (81). Group of small brands outperform the big players in food delivery Despite improving 1% to an ACSI score of 74, the food delivery industry still lags well behind full-service restaurants and quick-service restaurants. Customer satisfaction with the group of smaller food delivery services drops 3% to 77 yet still outclasses the larger brands: Uber Eats (up 1% to 75), DoorDash (unchanged at 73), and Grubhub (up 3% to 73). Satisfaction varies based on the customer's reason for using the service. Those looking for convenience (for example, work schedule, spending time with family, or group events) are more satisfied than those ordering due to need (e.g., health, not having a vehicle, lack of time, or not wanting to drive). Customers using the service for family time or group events generally perceive higher value. Gamers report the lowest level of satisfaction and greater frustration with the ordering process. Although prices are still the lowest-scoring part of the food delivery experience, scores have improved somewhat, with fairness of food prices and fairness of taxes and service fees both up 3% to 71. Mobile app and website satisfaction improve 1% each to 83 and 82, respectively. Yet, while customers may find the ease of ordering (80) to be acceptable, lower scores for food temperature (up 1% to 74) and order accuracy and accuracy of quoted delivery times (both unchanged at 75) remain problematic. The ACSI Restaurant and Food Delivery Study 2025 is based on 16,381 completed surveys. Customers were chosen at random and contacted via email between April 2024 and March 2025. Download the full study and follow the ACSI on LinkedIn and X at @theACSI. No advertising or other promotional use can be made of the data and information in this release without the express prior written consent of ACSI LLC. About the ACSI The American Customer Satisfaction Index (ACSI ®) has been a national economic indicator for over 25 years. It measures and analyzes customer satisfaction with about 400 companies in about 40 industries and 10 economic sectors, including various services of federal and local government agencies. Reported on a scale of 0 to 100, scores are based on data from interviews with roughly 200,000 customers annually. For more information, visit ACSI and its logo are Registered Marks of American Customer Satisfaction Index LLC.
Yahoo
20-05-2025
- Business
- Yahoo
Cell Phone Satisfaction Hits Decade Low Mark as AI Promises Fall Short, ACSI Data Show
ANN ARBOR, Mich., May 20, 2025--(BUSINESS WIRE)--New technology promises a smarter future, but customers aren't impressed yet. After reaching an all-time high last year, user satisfaction with cell phones tumbles 4% to a decade-low score of 78 (out of 100), according to the American Customer Satisfaction Index (ACSI®) Telecommunications, Cell Phone, and Smartwatch Study 2025, as AI features struggle to shift consumer priorities. "Brands keep racing to add new capabilities, yet customers still judge smartphones by the fundamentals," says Forrest Morgeson, Associate Professor of Marketing at Michigan State University and Director of Research Emeritus at the ACSI. "Only when companies strengthen the essentials — battery life, call reliability, and ease of use — does innovation truly deliver lasting satisfaction." This isn't limited to cell phones. Wireless phone service and internet service providers (ISPs) must deliver on reliability and provide an efficient way to reach a helpful contact center (when needed). Smartwatch manufacturer satisfaction is also sensitive to basics like battery life, call quality, and watch design. Companies that continue to focus on these important underpinnings are better situated to maintain satisfied and loyal customers. Apple and Samsung widen cell phone lead despite minor skid Hampered by low upgrade rates and steep prices, all cell phone manufacturers suffer satisfaction declines from the year before. Leaders Apple and Samsung put more distance between themselves and the rest of the pack despite each inching back 1% to an ACSI score of 81. Google and Motorola both decrease 3% and remain tied at 75. The collection of smaller manufacturers stays in last place after tumbling 6% to a score of 68. The chasm between phones with and those without 5G capabilities widens. Satisfaction among those with a 5G-enabled phone slides just 2% and remains high with an overall score of 80. Those using a phone with legacy technology are far less satisfied at 68 — a 7% decline year over year. At the manufacturer level, Samsung outperforms Apple by a slim margin in the 5G category. Fiber and non-fiber ISP leaders AT&T and T-Mobile share same score for first time Satisfaction with ISPs, which includes both fiber and non-fiber services, improves 1% to an ACSI score of 72. Fiber declines 1%, though still the more satisfying experience at 75, while the non-fiber segment improves 3% to a score of 70. This gap is 3 points narrower than in 2024. AT&T Fiber (down 3% to 78) leads for the third straight year, but the fiber segment is only growing more competitive. Google Fiber (unchanged) now ties Verizon Fios (down 1%) at 76, while Xfinity Fiber is not far off, unchanged at 75. In a departure from the segment's downward trend, Optimum Fiber's satisfaction improves 8% to a score of 71, driven primarily by its efforts to add value by strengthening the quality of its customer service. The smaller group of fiber ISPs, however, finish in last place after suffering a 9% decline to 70. All elements of the fiber customer experience have worsened over the past year, with notable decreases in measures relating to the quality of internet service. Non-fiber segment leader T-Mobile climbs 3% to 78, matching the score of fiber leader AT&T. T-Mobile succeeds in improving the consistency of its non-fiber service while adding value through improved customer service and plan options. As in the fiber segment, Verizon's non-fiber service (up 4% to 77) is a close second place, illustrating again how the margins between top performers are narrowing. Kinetic by Windstream shows impressive movement this year, surging 11% to an ACSI score of 62. By making significant improvements in practical service metrics, Windstream drives customer perceptions of the value of its Kinetic service higher. Many of the non-fiber practical service metrics — those relating to the actual performance of the internet service — see only slight improvement or no change at all. The ACSI also measures key aspects of the in-home Wi-Fi experience for both fiber and non-fiber customers. While fiber providers still give customers the most satisfying Wi-Fi experience, the gap between core elements of the fiber and non-fiber experience narrows over the past year. Consumer Cellular tops wireless phone service for fourth straight year The wireless phone service industry declines 1% to an ACSI score of 75. The industry is led by value mobile virtual network operators (MVNOs), which slide 3% to 78. Mobile network operators (MNOs) are next at 75 (down 1%), followed by full-service MVNOs, which decrease 3% to 74. T-Mobile leads the MNO category at 76 despite slipping 1% year over year. Second place Verizon is the only measured brand to improve in 2025, up 1% to a score of 75. AT&T is next, falling 5% to 74, followed by U.S. Cellular, which stumbles 3% to 72. In addition to measuring customer satisfaction for mobile network operators, the ACSI provides two unique measures: call quality and network capability. AT&T suffers the largest decrease in both, tumbling 6% to a score of 77 for call quality and 8% to 76 for network capability. Consumer Cellular, a value MVNO, is the wireless service carrier with the highest satisfaction in the industry. Despite dropping 4% to a score of 82, Consumer Cellular customers' strong perceptions of value and quality keep satisfaction high. Similarly, Spectrum Mobile leads the full-service category at 78. The carrier is bolstered by improvements both in-store and in customer contact channels. Samsung outperforms Apple in smartwatch debut In its first year of measurement, the smartwatch industry premieres with an ACSI score of 77. Samsung smartwatch satisfaction (83) outshines Apple (80) by 3 points after promises of the Apple Watch Ultra 3 shifted from 2024 to late 2025. Fitbit finishes in third with a score of 72. Smartwatches are rated highest for their physical traits, which include durability (81), design (81), and screen resolution/quality (80). However, the service experience is noticeably lower compared to cell phone users. The timeliness of the repair (75), courtesy and helpfulness of the technician (73), and ease of arranging service (73) are the lowest-rated aspects of the customer experience. The ACSI Telecommunications, Cell Phone, and Smartwatch Study 2025 is based on 27,494 completed surveys. Customers were chosen at random and contacted via email between April 2024 and March 2025. Download the full study and follow the ACSI on LinkedIn and X at @theACSI. No advertising or other promotional use can be made of the data and information in this release without the express prior written consent of ACSI LLC. About the ACSI The American Customer Satisfaction Index (ACSI®) has been a national economic indicator for over 25 years. It measures and analyzes customer satisfaction with about 400 companies in about 40 industries and 10 economic sectors, including various services of federal and local government agencies. Reported on a scale of 0 to 100, scores are based on data from interviews with roughly 200,000 customers annually. For more information, visit ACSI and its logo are Registered Marks of American Customer Satisfaction Index LLC. View source version on Contacts Christian Rizzochristian@ Error in retrieving data Sign in to access your portfolio Error in retrieving data Error in retrieving data Error in retrieving data Error in retrieving data
Business Wire
20-05-2025
- Business
- Business Wire
Cell Phone Satisfaction Hits Decade Low Mark as AI Promises Fall Short, ACSI Data Show
BUSINESS WIRE)--New technology promises a smarter future, but customers aren't impressed yet. "Only when companies strengthen the essentials — battery life, call reliability, and ease of use — does innovation truly deliver lasting satisfaction." After reaching an all-time high last year, user satisfaction with cell phones tumbles 4% to a decade-low score of 78 (out of 100), according to the American Customer Satisfaction Index (ACSI ®) Telecommunications, Cell Phone, and Smartwatch Study 2025, as AI features struggle to shift consumer priorities. "Brands keep racing to add new capabilities, yet customers still judge smartphones by the fundamentals," says Forrest Morgeson, Associate Professor of Marketing at Michigan State University and Director of Research Emeritus at the ACSI. "Only when companies strengthen the essentials — battery life, call reliability, and ease of use — does innovation truly deliver lasting satisfaction." This isn't limited to cell phones. Wireless phone service and internet service providers (ISPs) must deliver on reliability and provide an efficient way to reach a helpful contact center (when needed). Smartwatch manufacturer satisfaction is also sensitive to basics like battery life, call quality, and watch design. Companies that continue to focus on these important underpinnings are better situated to maintain satisfied and loyal customers. Apple and Samsung widen cell phone lead despite minor skid Hampered by low upgrade rates and steep prices, all cell phone manufacturers suffer satisfaction declines from the year before. Leaders Apple and Samsung put more distance between themselves and the rest of the pack despite each inching back 1% to an ACSI score of 81. Google and Motorola both decrease 3% and remain tied at 75. The collection of smaller manufacturers stays in last place after tumbling 6% to a score of 68. The chasm between phones with and those without 5G capabilities widens. Satisfaction among those with a 5G-enabled phone slides just 2% and remains high with an overall score of 80. Those using a phone with legacy technology are far less satisfied at 68 — a 7% decline year over year. At the manufacturer level, Samsung outperforms Apple by a slim margin in the 5G category. Fiber and non-fiber ISP leaders AT&T and T-Mobile share same score for first time Satisfaction with ISPs, which includes both fiber and non-fiber services, improves 1% to an ACSI score of 72. Fiber declines 1%, though still the more satisfying experience at 75, while the non-fiber segment improves 3% to a score of 70. This gap is 3 points narrower than in 2024. AT&T Fiber (down 3% to 78) leads for the third straight year, but the fiber segment is only growing more competitive. Google Fiber (unchanged) now ties Verizon Fios (down 1%) at 76, while Xfinity Fiber is not far off, unchanged at 75. In a departure from the segment's downward trend, Optimum Fiber's satisfaction improves 8% to a score of 71, driven primarily by its efforts to add value by strengthening the quality of its customer service. The smaller group of fiber ISPs, however, finish in last place after suffering a 9% decline to 70. All elements of the fiber customer experience have worsened over the past year, with notable decreases in measures relating to the quality of internet service. Non-fiber segment leader T-Mobile climbs 3% to 78, matching the score of fiber leader AT&T. T-Mobile succeeds in improving the consistency of its non-fiber service while adding value through improved customer service and plan options. As in the fiber segment, Verizon's non-fiber service (up 4% to 77) is a close second place, illustrating again how the margins between top performers are narrowing. Kinetic by Windstream shows impressive movement this year, surging 11% to an ACSI score of 62. By making significant improvements in practical service metrics, Windstream drives customer perceptions of the value of its Kinetic service higher. Many of the non-fiber practical service metrics — those relating to the actual performance of the internet service — see only slight improvement or no change at all. The ACSI also measures key aspects of the in-home Wi-Fi experience for both fiber and non-fiber customers. While fiber providers still give customers the most satisfying Wi-Fi experience, the gap between core elements of the fiber and non-fiber experience narrows over the past year. Consumer Cellular tops wireless phone service for fourth straight year The wireless phone service industry declines 1% to an ACSI score of 75. The industry is led by value mobile virtual network operators (MVNOs), which slide 3% to 78. Mobile network operators (MNOs) are next at 75 (down 1%), followed by full-service MVNOs, which decrease 3% to 74. T-Mobile leads the MNO category at 76 despite slipping 1% year over year. Second place Verizon is the only measured brand to improve in 2025, up 1% to a score of 75. AT&T is next, falling 5% to 74, followed by U.S. Cellular, which stumbles 3% to 72. In addition to measuring customer satisfaction for mobile network operators, the ACSI provides two unique measures: call quality and network capability. AT&T suffers the largest decrease in both, tumbling 6% to a score of 77 for call quality and 8% to 76 for network capability. Consumer Cellular, a value MVNO, is the wireless service carrier with the highest satisfaction in the industry. Despite dropping 4% to a score of 82, Consumer Cellular customers' strong perceptions of value and quality keep satisfaction high. Similarly, Spectrum Mobile leads the full-service category at 78. The carrier is bolstered by improvements both in-store and in customer contact channels. Samsung outperforms Apple in smartwatch debut In its first year of measurement, the smartwatch industry premieres with an ACSI score of 77. Samsung smartwatch satisfaction (83) outshines Apple (80) by 3 points after promises of the Apple Watch Ultra 3 shifted from 2024 to late 2025. Fitbit finishes in third with a score of 72. Smartwatches are rated highest for their physical traits, which include durability (81), design (81), and screen resolution/quality (80). However, the service experience is noticeably lower compared to cell phone users. The timeliness of the repair (75), courtesy and helpfulness of the technician (73), and ease of arranging service (73) are the lowest-rated aspects of the customer experience. The ACSI Telecommunications, Cell Phone, and Smartwatch Study 2025 is based on 27,494 completed surveys. Customers were chosen at random and contacted via email between April 2024 and March 2025. Download the full study and follow the ACSI on LinkedIn and X at @theACSI. No advertising or other promotional use can be made of the data and information in this release without the express prior written consent of ACSI LLC. About the ACSI The American Customer Satisfaction Index (ACSI ®) has been a national economic indicator for over 25 years. It measures and analyzes customer satisfaction with about 400 companies in about 40 industries and 10 economic sectors, including various services of federal and local government agencies. Reported on a scale of 0 to 100, scores are based on data from interviews with roughly 200,000 customers annually. For more information, visit ACSI and its logo are Registered Marks of American Customer Satisfaction Index LLC.
Miami Herald
25-04-2025
- Business
- Miami Herald
This airline scored best in customer satisfaction, study says. How did others do?
As the summer travel season draws near, millions of Americans are expected to fly. Recent data shows passenger satisfaction has taken a dive, however. Satisfaction with U.S. airlines fell 4% year-over-year after the industry scored a record high in 2024, sliding from 77 to 73 out of 100, according to an American Customer Satisfaction Index travel survey. Some carriers fared better than others when it came to keeping customers happy, as Southwest Airlines roared to the top of the list with an ACSI score of 80, the report showed. The Dallas-based airline was one of two carriers to see improvement, bumping Alaska Airlines from the No. 1 spot, according to an ACSI news release. Delta and JetBlue held steady at 77 while Alaska fell to 76 from 82, a 7% downturn, data show. The survey, published April 22, measured travelers' experience across multiple industries including airlines, lodging and car rentals, the release said. Results are based on polls conducted over a year ending in March 2025, and scores are measured out of 100. Customer satisfaction fell across the board, with researchers citing 'softening demand' and economic uncertainty, data show. 'Across much of the travel segment, the satisfaction drop is being driven not by bargain hunters, but by business travelers and other high-value customers,' Forrest Morgeson, director of research emeritus at the ACSI, said in the release. 'With spending patterns under pressure and pricing power fading, providers are going to need to work harder to deliver consistent value across all customer segments,' he said. Among U.S. airlines, customer experience benchmarks ranged from the quality of carrier's in-flight Wi-Fii and ease of check-in, to cleanliness of the flight cabin and baggage handling, according to the report. American Airlines saw the biggest dip in overall satisfaction among its competitors, sliding 8% to 73 from 79 the year prior, according to the ACSI survey. The report pointed to higher rates of passengers unexpectedly bumped from their flights compared to other airlines, drawing the ire of customers already frustrated by the carrier's 'frequency of the delayed, interrupted, and changed flights.' 'American's lost ground among these customers also results from the rollout of its new loyalty program, which was generally poorly received,' according to the index.
