The American Customer Satisfaction Index - The voice of the Nation's Consumer

Benchmarks By Company

All Companies
Company Name Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
H.J. Heinz 89 87 90 86 86 85 90 89 88 90 88 91 87 90 89 89 88 89 89 0.0 0.0
Newegg             NM NM NM NM NM NM NM 87 88 86 84 85 84 -1.2 -3.4
Quaker (PepsiCo) 82 82 82 85 83 83 86 86 87 86 86 88 85 86 87 87 86 84 86 2.4 4.9
Dr Pepper Snapple NM 85 86 83 88 85 86 85 86 89 84 83 86 86 87 86 85 82 87 6.1 2.4
Lexus (Toyota) NM NM NM NM NM NM NM NM NM NM NM NM 86 87 87 89 85 87 89 2.3 3.5
BMW 82 81 81 80 86 86 84 86 86 85 84 86 85 86 87 87 86 83 86 3.6 4.9
Unilever 84 83 83 82 83 81 85 83 83 85 85 85 85 86 87 87 87 82 86 4.9 2.4
Colgate-Palmolive 84 86 82 83 82 80 80 85 80 83 82 83 84 81 87 83 85 84 83 -1.2 -1.2
Clorox 88 88 84 83 85 84 85 85 85 86 88 88 86 87 87 88 86 88 87 -1.1 -1.1
Toyota (Toyota) 86 84 84 84 85 83 82 83 83 85 84 87 87 84 86 86 84 87 85 -2.3 -1.2
Honda 85 86 83 82 81 83 82 83 82 82 85 86 86 84 86 88 84 85 83 -2.4 -2.4
Google             NM NM 80 82 82 82 81 78 86 86 80 83 82 -1.2 2.5
Mars 87 89 86 85 81 84 82 86 83 83 85 83 86 86 86 87 85 87 86 -1.1 -1.1
Amazon             84 84 88 88 84 87 87 88 86 86 87 86 85 -1.2 1.2
Buick (GM) 83 84 84 83 84 86 86 86 86 84 83 84 86 86 85 88 88 85 87 2.4 4.8
Cadillac (GM) 83 84 88 84 88 85 86 88 86 87 83 86 84 86 85 89 86 87 86 -1.1 3.6
Kellogg 84 84 85 81 83 81 83 83 81 82 81 81 85 83 85 85 81 80 83 3.8 -1.2
Apple 77 75 76 70 69 72 75 73 73 77 81 81 83 79 85 84 86 87 86 -1.1 11.7
Procter and Gamble 85 87 85 81 83 81 84 82 81 85 86 82 84 85 85 85 82 82 82 0.0 -3.5
Kraft 84 84 85 82 84 83 82 82 81 83 84 84 86 84 85 83 81 83 81 -2.4 -3.6
FedEx 85 85 86 82 80 83 83 82 82 82 83 84 86 84 85 84 85 83 82 -1.2 -3.5
Company Name Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
Dial 86 85 85 83 81 79 85 84 84 85 85 83 83 86 85 84 83 84 83 -1.2 -3.5
Coca-Cola 85 85 87 84 82 84 86 81 85 83 83 84 82 84 85 84 84 85 84 -1.2 -1.2
Netflix             NM NM NM NM NM NM NM 84 85 87 86 74 75 1.4 -10.7
Saturn (GM) 84 83 81 82 85 80 82 80 81 81 81 81 80 81 85 84 NM NM NM N/A N/A
Hershey 86 88 88 84 84 86 85 86 87 85 87 86 86 87 85 87 86 84 85 1.2 -1.2
ConAgra 83 83 82 80 80 80 82 81 83 84 82 86 83 83 84 78 83 83 84 1.2 1.2
General Mills 83 81 86 81 82 81 82 83 83 83 84 82 84 83 84 83 83 83 83 0.0 0.0
Sara Lee 86 82 84 80 80 81 82 81 84 83 84 81 85 82 84 85 85 82 83 1.2 -3.5
Jones Group NM NM NM NM NM NM NM 79 78 78 77 82 79 81 84 83 81 79 82 3.8 3.8
Mars Petcare       81 82 81 81 83 83 83 83 82 82 82 84 83 85 80 82 NM 2.5 1.2
Nestle Purina PetCare                 83 83 84 81 82 84 84 86 82 82 83 NM 1.2 0.0
PepsiCo 86 87 86 83 83 82 85 84 86 83 83 82 86 84 84 86 84 85 84 -1.2 -2.3
Hyundai 68 68 69 68 72 68 76 81 78 81 81 84 84 83 83 85 82 83 85 2.4 25.0
GMC (GM) NM NM NM 80 78 81 81 79 81 83 80 81 82 82 83 82 84 83 80 -3.6 0.0
UPS 82 83 87 82 77 79 81 78 80 79 80 82 83 81 83 82 82 85 81 -4.7 -1.2
Molson Coors 81 84 79 80 84 78 82 78 79 80 78 82 83 82 83 81 81 81 # N/A N/A
Nestle 88 86 82 83 83 81 84 83 83 83 83 83 84 83 83 85 84 84 85 1.2 -3.4
Barnes and Noble               NM NM NM NM NM NM 83 83 84 82 79 82 3.8 -1.2
V.F. 83 80 80 81 79 78 82 84 82 84 79 82 82 84 83 81 85 83 82 -1.2 -1.2
Del Monte                   84 79 83 82 83 83 80 83 82 86 NM 4.9 2.4
Costco           79 77 76 79 80 79 79 81 81 83 81 82 83 83 0.0 5.1
Lincoln (Ford) 79 84 80 81 83 82 85 82 84 81 86 83 83 86 83 88 89 86 90 4.7 13.9
Company Name Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
Dole 90 90 85 79 82 80 82 81 82 82 79 81 82 83 83 84 82 83 83 0.0 -7.8
SABMiller 80 82 78 81 81 81 81 78 79 79 79 81 82 83 82 83 83 84 # N/A N/A
Mercedes-Benz (Daimler) 85 86 87 87 86 86 87 86 83 83 80 80 82 83 82 86 86 86 85 -1.2 0.0
Anheuser-Busch InBev 84 80 79 81 81 78 81 80 82 82 79 82 81 82 82 85 82 81 81 0.0 -3.6
Overstock             NM NM NM NM NM NM NM 80 82 82 83 83 81 -2.4 1.3
Olive Garden (Darden)                           80 82 81 84 82 80 -2.4 0.0
Publix 82 82 80 79 79 82 77 81 81 82 81 81 83 83 82 86 84 84 86 2.4 4.9
Nissan 83 82 80 79 77 79 78 80 80 79 81 78 82 80 82 78 82 84 83 -1.2 0.0
Hill's Pet Nutrition (Colgate-Palmolive)       85 83 86 82 84 84 85 83 82 83 85 81 80 82 84 83 NM -1.2 -2.4
Iams (Procter and Gamble)       NM NM NM NM 80 82 85 82 81 83 82 81 85 80 81 83 NM 2.5 3.8
Southern Company 78 78 76 77 79 78 80 80 81 82 81 79 80 82 81 78 78 77 81 83 2.5 6.4
Volkswagen 74 76 76 79 78 82 83 81 82 76 80 78 78 80 81 86 81 84 85 1.2 14.9
Pontiac (GM) 76 79 78 78 76 78 78 78 78 76 79 80 79 80 80 81 †     N/A N/A
Whirlpool 87 82 85 82 85 84 86 83 83 82 83 81 82 84 80 83 83 82 83 1.2 -4.6
Sempra Energy NM NM NM NM NM NM NM 67 74 77 77 79 75 80 80 80 83 81 83 80 -3.6 19.4
General Electric 81 84 81 78 80 80 83 83 82 81 79 81 82 81 80 77 81 79 80 1.3 -1.2
Hanesbrands 83 81 75 81 77 78 78 76 78 80 79 79 82 82 80 82 81 82 79 -3.7 -4.8
Electrolux NM NM NM NM NM NM NM NM NM NM NM NM 80 81 80 79 79 78 82 5.1 2.5
Mazda 78 77 75 74 77 76 78 78 81 82 78 80 79 78 80 81 80 79 82 3.8 5.1
Chrysler (Chrysler) 81 82 80 80 80 79 80 78 80 82 80 80 80 79 80 84 80 76 78 2.6 -3.7
Nordstrom 84 83 82 80 79 76 76 76 NM NM NM NM NM 80 80 83 82 84 84 0.0 0.0
Tyson 83 80 79 80 79 79 81 80 80 81 79 79 78 78 80 82 77 79 81 2.5 -2.4
Company Name Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
Ford (Ford) 75 79 78 77 77 77 77 78 78 80 76 75 77 80 80 83 82 84 83 -1.2 10.7
Kohl's NM NM NM NM NM NM NM NM 84 79 79 80 80 79 80 79 81 81 81 0.0 -3.6
GEICO NM NM NM NM NM NM NM NM NM 79 78 78 83 80 80 81 81 81 79 -2.5 0.0
Kia NM NM NM NM NM NM NM NM NM NM NM NM 77 78 80 81 80 81 82 1.2 6.5
Fidelity             NM NM NM NM NM NM 80 84 80 79 78 79 78 -1.3 -2.5
Campbell Soup 83 81 84 81 80 81 81 81 80 83 79 81 80 83 80 82 82 79 81 2.5 -2.4
State Farm 78 79 77 78 78 78 79 79 77 78 81 79 81 81 80 82 82 82 81 -1.2 3.8
Progressive NM NM NM NM NM NM NM NM NM NM 75 75 73 79 79 80 79 79 81 2.5 8.0
Red Lobster (Darden)                           78 79 80 83 82 83 1.2 6.4
Southwest 78 76 76 76 74 72 70 70 74 75 73 74 74 76 79 81 79 81 77 -4.9 -1.3
Allstate 74 73 74 71 73 73 75 76 74 73 76 76 78 78 79 79 78 78 79 1.3 6.8
Philip Morris 80 81 79 77 75 75 75 75 74 76 78 78 77 76 79 72 77 80 80 NM 0.0 0.0
Chevrolet (GM) 77 79 79 78 79 76 80 78 78 79 77 78 81 82 79 83 80 82 84 2.4 9.1
Sam's Club     75 72 75 78 74 78 77 77 75 76 78 77 79 79 78 81 80 -1.2 6.7
Borders               NM NM NM NM NM NM 81 79 81 80 †   N/A N/A
Prudential 72 74 68 70 71 69 71 76 74 73 77 72 76 77 79 77 77 79 79 0.0 9.7
Liz Claiborne 84 81 81 77 78 76 79 79 80 78 79 78 81 79 79 82 79 79 NM N/A N/A
Hilton 75 75 75 75 72 74 77 74 76 74 77 76 78 76 78 79 80 80 80 0.0 6.7
MidAmerican Energy Holdings NM NM NM NM NM NM NM NM NM NM NM NM NM NM 78 79 79 79 79 82 3.8 5.1
Marriott 80 76 77 76 76 77 74 77 76 76 76 76 75 79 78 77 80 79 78 -1.3 -2.5
Dodge (Chrysler) 80 77 77 77 78 75 81 77 78 78 75 78 78 80 78 81 78 79 81 2.5 1.3
Hyatt 76 75 77 77 75 73 74 73 75 77 74 74 75 77 78 74 79 77 76 -1.3 0.0
Company Name Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
PPL NM NM NM NM NM NM NM 80 80 80 79 80 81 81 78 79 74 79 80 80 0.0 0.0
Reynolds American 81 81 84 79 75 77 77 77 79 78 77 80 80 79 78 72 75 77 81 NM 5.2 0.0
Levi Strauss 84 83 80 81 75 76 79 80 78 80 80 79 79 80 78 83 81 81 82 1.2 -2.4
Nike 82 78 77 74 73 73 78 74 76 76 78 75 72 75 78 79 80 80 80 0.0 -2.4
Adidas 75 80 77 74 74 75 78 73 76 74 77 75 78 77 78 78 82 80 77 -3.8 2.7
J.C. Penney 79 77 78 75 75 75 74 75 74 77 76 78 78 77 78 79 80 82 81 -1.2 2.5
Northwestern Mutual NM NM NM NM NM 79 80 78 80 78 78 78 78 79 78 81 80 81 79 -2.5 0.0
eBay             80 82 82 84 80 81 80 81 78 79 81 81 83 2.5 3.8
MetLife 78 73 74 75 76 73 72 74 75 77 77 71 78 76 78 77 78 77 78 1.3 0.0
Charles Schwab             76 72 76 75 71 74 80 82 78 79 80 79 77 -2.5 1.3
CVS Caremark                       74 78 76 77 77 74 73 75 2.7 1.4
Walgreens                       76 76 78 77 77 77 75 76 1.3 0.0
Starbucks NM NM NM NM NM NM NM NM NM NM NM NM 77 78 77 76 78 80 76 -5.0 -1.3
FirstEnergy NM NM NM NM NM NM NM 72 77 76 69 71 75 76 77 74 75 78 76 75 -1.3 4.2
Yahoo!             74 73 76 78 78 80 76 79 77 77 76 79 78 -1.3 5.4
Target                     75 78 77 77 77 80 78 80 81 1.3 8.0
Progress Energy NM NM NM NM NM NM NM 76 77 75 78 75 77 77 77 75 73 78 76 # N/A N/A
Farmers 76 71 72 71 72 75 73 73 72 75 77 73 78 76 77 78 76 79 79 0.0 3.9
Expedia                 80 78 76 79 78 75 77 79 79 77 76 -1.3 -5.0
Kroger 78 76 74 74 73 74 71 75 75 71 73 74 76 75 77 78 78 79 79 0.0 1.3
New York Life NM NM 75 75 74 78 73 77 81 78 76 76 77 79 77 80 78 80 80 0.0 6.7
Pizza Hut (YUM! Brands) 69 66 63 71 71 68 70 71 70 75 NM 71 76 72 76 74 78 81 78 -3.7 13.0
Company Name Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
Outback Steakhouse                           79 76 77 80 81 81 0.0 2.5
American Electric Power 78 80 82 77 78 77 79 76 75 74 75 74 75 73 76 74 73 72 79 75 -5.1 -3.8
Wachovia               72 73 76 78 79 80 79 76 #       N/A N/A
Lowe's               75 76 77 76 78 74 75 76 79 77 79 79 0.0 5.3
MSNBC.com (NBC/Microsoft)                 73 74 74 73 72 74 76 73 74 74 73 -1.4 0.0
Rite Aid                       72 75 73 76 76 75 75 77 2.7 6.9
Jeep (Chrysler) 78 77 76 74 77 77 75 76 79 79 77 78 77 75 76 79 77 79 83 5.1 6.4
Duke Energy 82 80 83 79 78 80 79 79 79 77 78 78 80 79 76 77 76 77 79 75 -5.1 -8.5
Papa John's NM NM NM NM NM 76 77 78 76 76 NM 78 79 77 76 75 80 79 83 5.1 9.2
Staples               NM NM NM NM NM NM 77 76 77 81 79 79 0.0 2.6
NextEra Energy 77 77 74 69 75 74 76 73 71 73 76 74 68 73 76 76 75 78 80 80 0.0 3.9
ABCNews.com                 74 74 74 74 73 74 75 71 75 77 76 -1.3 2.7
Dollar General NM NM NM NM NM NM NM NM NM NM NM NM NM 78 75 79 80 78 78 0.0 0.0
Domino's Pizza 67 70 68 68 70 67 69 73 75 75 NM 71 75 75 75 77 77 77 77 0.0 14.9
Iberdrola NM NM NM NM NM NM NM 73 73 71 70 73 74 70 75 73 72 NM NM NM N/A N/A
U.S. Postal Service (Express and Priority Mail) 69 70 74 70 75 75 75 73 73 75 77 74 75 77 75 76 77 79 81 2.5 17.4
Dillard's 75 74 74 73 71 68 72 75 75 75 77 76 75 76 75 78 78 80 79 -1.3 5.3
Dominion Resources 74 75 72 74 75 74 75 65 70 72 67 71 70 73 75 72 75 77 80 82 2.5 10.8
Public Service Enterprise Group 79 80 77 75 74 73 78 75 76 76 73 74 75 73 75 76 78 78 77 74 -3.9 -6.3
Little Caesar 72 69 69 73 71 NM 69 70 74 75 NM 74 77 75 75 75 78 80 82 2.5 13.9
NYTimes.com                 71 70 72 72 72 73 75 73 76 73 74 1.4 4.2
Gap               NM NM NM NM NM NM 75 75 75 74 77 76 -1.3 1.3
Company Name Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
Travelocity                 76 76 76 75 74 73 75 75 77 79 75 -5.1 -1.3
CenterPoint Energy NM NM NM NM NM NM NM NM NM NM NM 73 72 74 75 78 78 80 82 84 2.4 15.1
Atmos Energy NM NM NM NM NM NM NM NM NM NM NM NM NM NM 75 78 78 81 83 85 2.4 13.3
Safeway 72 73 73 70 71 72 76 75 76 71 72 71 74 72 75 72 74 75 75 0.0 4.2
Office Depot               NM NM NM NM NM NM 78 75 76 81 79 84 6.3 7.7
MSN (Microsoft)             71 67 72 74 75 75 74 75 75 75 75 78 78 0.0 9.9
Whole Foods NM NM NM NM NM NM NM NM NM NM NM NM NM 73 75 76 79 80 80 0.0 9.6
Dell NM NM NM 72 74 76 80 78 76 78 79 74 78 74 75 75 77 77 81 5.2 12.5
Edison International 76 74 77 78 75 73 78 60 66 69 71 75 78 74 75 77 75 75 76 77 1.3 1.3
ATT 85 83 83 80 81 79 75 73 73 76 76 72 71 70 75 71 75 71 70 73 4.3 -14.1
Orbitz                 76 77 75 74 75 73 74 76 75 76 76 0.0 0.0
Supervalu 77 77 75 74 77 75 75 76 77 77 75 77 74 74 74 77 74 74 76 2.7 -1.3
Starwood NM NM NM NM NM NM 73 71 69 73 73 75 75 76 74 74 77 79 75 -5.1 2.7
OfficeMax               NM NM NM NM NM NM 76 74 77 74 78 78 0.0 2.6
Entergy 75 76 75 70 70 69 74 69 74 71 73 75 70 73 74 74 73 76 78 81 3.8 8.0
InterContinental NM NM NM NM NM NM NM NM NM NM NM NM NM NM 74 75 78 76 77 1.3 4.1
Motorola Mobility (Google)                     70 70 71 72 74 72 76 77 73 77 5.5 10.0
Best Buy               NM NM 72 72 71 76 74 74 74 77 77 78 1.3 8.3
Nokia                     72 70 69 72 74 74 76 73 75 76 1.3 5.6
Ask.com             NM NM 62 69 71 72 71 75 74 74 73 80 80 0.0 29.0
Cox Communications NM NM NM NM NM NM NM NM NM NM NM NM 76 70 74 74 74 72 71 74 4.2 -2.6
Macy's                       74 71 75 74 71 76 77 78 1.3 5.4
Company Name Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
CMS Energy 79 76 77 75 73 76 76 75 76 78 71 74 72 73 74 70 75 77 75 79 5.3 0.0
JPMorgan Chase                     70 70 72 74 73 68 67 70 74 5.7 5.7
Blue Cross and Blue Shield               66 70 69 67 68 72 71 73 73 70 68 73 7.4 10.6
Hewlett-Packard 78 80 77 75 72 74 74 73 71 70 71 73 75 76 73 74 77 78 79 1.3 1.3
CNN.com (Time Warner)                 72 72 74 72 74 73 73 71 73 74 75 1.4 4.2
Qwest Communications               61 56 62 64 69 70 72 73 71 72 73 #   N/A N/A
Winn-Dixie 76 75 75 74 74 71 74 72 73 73 72 73 76 71 73 74 76 75 78 4.0 2.6
Chili's                           75 73 74 78 79 76 -3.8 1.3
USATODAY.com                 71 72 72 72 74 72 73 74 77 76 75 -1.3 5.6
Exchange NM NM 69 69 68 70 70 74 73 71 72 74 70 72 73 73 73 76 75 -1.3 8.7
Wendy's 72 73 71 69 73 71 70 72 74 74 NM 75 76 78 73 76 77 77 78 1.3 8.3
TJX               NM NM NM NM NM NM 74 73 78 76 78 76 -2.6 2.7
Xcel Energy NM NM NM NM NM NM NM 65 74 73 70 68 70 71 73 76 72 74 74 76 2.7 16.9
Bank of America 72 67 65 61 62 61 63 68 70 74 72 72 72 72 73 67 68 68 66 -2.9 -8.3
Wells Fargo 71 71 65 62 67 65 67 66 69 68 70 67 72 69 72 73 73 73 71 -2.7 0.0
Reliant Energy NM NM NM 68 73 73 75 67 74 70 68 69 69 65 72 69 72 NM NM NM N/A N/A
Acer NM NM NM NM NM NM NM NM NM NM NM NM NM NM 72 74 77 77 79 2.6 9.7
Sears                           72 72 74 75 76 75 -1.3 4.2
Circuit City Stores               NM NM 73 72 70 69 71 72 †       N/A N/A
DTE Energy 78 78 78 75 74 74 75 74 68 72 71 68 65 70 72 71 72 73 72 78 8.3 0.0
Verizon Wireless                     68 67 69 71 72 74 73 72 70 73 4.3 7.4
Priceline             66 69 71 71 73 72 72 73 72 76 73 76 74 -2.6 12.1
Company Name Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
National Grid                 73 75 69 72 65 71 71 71 70 NM NM NM N/A N/A
ATT Mobility                     63 62 63 68 71 67 69 66 69 70 1.4 11.1
T-Mobile                     NM 64 69 70 71 71 73 70 69 68 -1.4 6.3
Samsung Electronics                     73 71 73 70 71 70 76 74 71 76 7.0 4.1
Burger King 66 65 67 68 64 66 67 65 68 68 NM 71 70 69 71 69 74 75 75 0.0 13.6
TD Ameritrade             NM NM NM NM NM NM 77 80 71 76 77 78 77 -1.3 0.0
Choice NM NM NM NM NM NM NM NM NM NM NM NM NM NM 71 76 74 74 76 2.7 7.0
Best Western 74 70 NM NM NM NM NM NM NM NM NM NM NM NM 70 75 76 76 76 0.0 2.7
CenturyLink 79 83 80 76 76 74 70 71 74 73 65 66 64 66 70 68 70 70 66 71 7.6 -10.1
Wal-Mart 80 81 74 76 75 72 73 75 74 75 73 72 72 68 70 71 73 70 71 1.4 -11.3
Compaq (Hewlett-Packard) 78 77 74 67 72 71 71 69 68 68 69 67 72 73 70 74 74 75 NM N/A N/A
Verizon Communications               73 71 73 73 70 69 72 70 71 73 71 70 74 5.7 1.4
Home Depot               75 71 73 73 67 70 67 70 72 75 78 77 -1.3 2.7
Taco Bell (YUM! Brands) 66 66 66 67 64 64 63 66 67 68 NM 72 70 69 70 73 74 76 77 1.3 16.7
Pacific Gas and Electric 73 71 72 71 68 71 73 49 58 66 66 67 68 72 70 73 70 67 69 74 7.2 1.4
Wyndham NM NM NM NM NM NM NM NM NM NM NM NM NM NM 70 70 70 73 70 -4.1 0.0
KFC (YUM! Brands) 67 68 69 67 64 64 65 63 69 71 NM 69 70 71 70 69 75 75 75 0.0 11.9
NiSource NM NM NM NM NM NM NM 67 68 66 68 68 66 72 70 71 76 76 81 81 0.0 20.9
E*Trade             66 66 69 71 70 71 74 73 69 74 76 79 73 -7.6 10.6
Citigroup NM NM NM NM NM NM NM NM NM NM NM NM 72 69 69 68 69 73 70 -4.1 -2.8
AOL             56 58 59 65 67 71 74 67 69 70 74 75 74 -1.3 32.1
Microsoft                         73 70 69 70 76 78 75 74 -1.3 1.4
Company Name Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
McDonald's 63 63 60 60 61 61 59 62 61 64 NM 62 63 64 69 70 67 72 73 1.4 15.9
Exelon               66 69 71 71 71 70 68 69 70 72 73 70 74 5.7 12.1
Comcast NM NM NM NM NM NM NM NM NM NM NM NM 69 67 69 67 68 69 67 71 6.0 2.9
Pepco Holdings NM NM NM NM NM NM NM NM NM 77 72 73 71 70 69 68 70 54 69 71 2.9 -7.8
Northeast Utilities 70 70 72 67 65 68 72 76 72 73 68 74 72 69 68 72 74 75 59 73 23.7 4.3
Wal-Mart NM NM NM NM NM NM NM NM NM NM 70 70 69 71 68 71 71 69 72 4.3 2.9
DIRECTV               70 70 72 71 67 71 67 68 71 68 69 68 72 5.9 2.9
Energy Future Holdings 73 74 77 70 76 74 76 71 75 74 74 72 65 63 68 72 73 NM NM NM N/A N/A
WellPoint               NM NM NM NM NM 69 66 68 67 69 74 70 -5.4 1.4
Consolidated Edison 77 76 74 71 69 73 71 66 74 72 68 68 68 69 66 66 66 72 71 70 -1.4 -9.1
DISH Network               71 68 71 71 68 68 67 65 64 71 67 69 70 1.4 -1.4
Aetna               64 65 66 63 65 65 66 65 70 68 67 67 0.0 4.7
Ameren NM NM NM NM NM NM NM 78 76 77 74 75 74 57 64 68 71 71 78 74 -5.1 -5.1
Cox Communications               NM NM NM 63 63 63 63 63 66 67 67 63 65 3.2 3.2
UnitedHealth               66 68 64 66 64 68 65 63 72 65 72 70 -2.8 6.1
American 70 71 71 62 67 64 63 62 63 67 66 64 62 60 62 60 63 63 64 1.6 -8.6
Continental 67 64 66 64 66 64 62 67 68 68 67 70 67 69 62 68 71 64 # N/A N/A
Delta 77 72 67 69 65 68 66 61 66 67 67 65 64 59 60 64 62 56 65 16.1 -15.6
Time Warner Cable               63 61 61 60 61 61 58 59 59 61 59 63 60 -4.8 -4.8
Northwest Airlines 69 71 67 64 63 53 62 56 65 64 64 64 61 61 57 57 61 # N/A N/A
Sprint                     59 63 63 61 56 63 70 72 71 71 0.0 20.3
United 71 67 70 68 65 62 62 59 64 63 64 61 63 56 56 56 60 61 62 1.6 -12.7
Company Name Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
US Airways 72 67 66 68 65 61 62 60 63 64 62 57 62 61 54 59 62 61 65 6.6 -9.7
Charter Communications               63 53 55 56 56 55 55 54 51 60 59 59 64 8.5 1.6
Comcast               64 56 55 56 58 60 56 54 59 61 59 61 63 3.3 -1.6
NYNEX 79 79 75 66 #                               N/A N/A
MCI 75 75 78 72 74 73 70 70 70 67 70 70 #               N/A N/A
GTE 76 72 72 68 65 63 69 #                         N/A N/A
Bell Atlantic 80 81 81 72 71 73 71 #                         N/A N/A
BellSouth 83 83 83 78 78 76 75 74 74 74 73 70 71 #             N/A N/A
SBC Communications 80 80 77 71 71 71 70 66 67 67 68 71 #               N/A N/A
Pacific Telesis 81 78 80 72 #                               N/A N/A
US WEST 77 76 74 71 68 67 64 #                         N/A N/A
Promus Hotel 82 80 83 77 78 79 #                         N/A N/A
ATT Wireless                     61 #                 N/A N/A
Ameritech 81 79 77 73 70 66 #                           N/A N/A
Nextel Communications                     NM 59 #               N/A N/A
Atlantic Richfield 75 78 72 74 74 #   ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Mitsubishi Electric and Electronics 81 82 83 81 83 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
JVC 77 78 80 79 80 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
SANYO 84 79 81 82 84 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
American Medical Holdings NM 73 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
HCA 78 73 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
HealthTrust EPIC 67 70 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Company Name Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
RCA (Thomson) 83 82 79 79 76 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Emerson Electric 80 81 80 NM NM ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Panasonic 80 80 80 83 79 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Sony 86 84 81 81 82 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
BP NM NM NM NM 81 #   ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Amoco 81 81 80 79 83 #   ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Philips Electronics 84 81 82 79 79 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
BP Amoco           76 76 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Chevron 78 81 78 77 81 76 76 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Zenith Electronics 88 84 84 84 83 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Exxon Mobil           77 75 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Mobil 80 79 78 78 82 #   ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Phillips Petroleum 81 81 79 82 NM NM NM ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Texaco 78 80 82 77 81 75 75 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Unocal NM 80 NM NM NM NM NM ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Exxon 78 80 79 78 80 #   ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Tribune 70 70 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Time Warner 78 77 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Universal Studios 77 74 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Walt Disney 84 80 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
ABC 76 77 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
CBS Broadcasting 79 75 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Company Name Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
NBC Television Network 76 74 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Turner Broadcasting System 82 81 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Knight-Ridder 68 70 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
New York Times 74 70 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Times Mirror 68 67 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Sony Pictures Entertainment 71 74 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Paramount Communications 72 79 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Shell Oil 80 80 77 81 78 75 77 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Dow Jones 75 76 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Gannett 75 66 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Fox Entertainment 79 79 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Charter Communications NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM 72 N/A N/A
ATT (U-verse)               NM NM NM NM NM NM NM NM NM 72 68 68 71 4.4 -1.4
FOXNews.com                 NM NM NM NM NM NM NM NM 82 82 84 2.4 2.4
IBM 78 78 74 71 74 73 75 71 NM NM NM NM NM NM NM NM NM NM NM N/A N/A
B.A.T. Industries 87 87 NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM N/A N/A
Verizon Communications (FiOS)               NM NM NM NM NM NM NM NM NM 73 72 74 73 -1.4 0.0
Time Warner Cable NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM 68 N/A N/A
1-800-FLOWERS.COM             69 76 78 76 79 77 77 NM NM NM NM NM NM N/A N/A
KeyCorp NM 76 70 65 65 NM NM NM NM NM NM NM NM NM NM NM NM NM NM N/A N/A
Meijer NM 76 75 NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM N/A N/A
PNC Financial Services NM NM 69 69 66 NM 67 NM NM NM NM NM NM NM NM NM NM NM NM N/A N/A
Company Name Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
Buy.com             78 78 80 80 80 80 81 NM NM NM NM NM NM N/A N/A
barnesandnoble.com             77 82 87 86 87 87 88 NM NM NM NM NM NM N/A N/A
Kyocera                     70 NM NM NM NM NM NM NM NM NM N/A N/A
Applebee's                           NM NM NM NM NM 77 N/A N/A
AltaVista             NM NM 61 63 66 NM NM NM NM NM NM NM NM N/A N/A
Bing (Microsoft)             NM NM NM NM NM NM NM NM NM NM 77 82 81 -1.2 5.2
PacifiCorp NM NM NM NM NM NM NM 72 71 76 NM NM NM NM NM NM NM NM NM NM N/A N/A
Allegheny Energy NM NM NM NM NM NM NM 79 80 76 75 74 80 79 NM NM NM NM NM NM N/A N/A
The Huffington Post (AOL)                 NM NM NM NM NM NM NM NM NM 69 69 0.0 0.0
LG Electronics                     NM NM NM NM NM NM NM NM 75 71 -5.3 -5.3
HTC                     NM NM NM NM NM NM NM NM 75 72 -4.0 -4.0
uBid.com             67 69 70 73 73 73 74 NM NM NM NM NM NM N/A N/A
Best Foods (CPC International) NM 88 NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM N/A N/A
BlackBerry                     NM NM NM NM NM NM NM NM 69 69 0.0 0.0
Apple                     NM NM NM NM NM NM NM NM 83 81 -2.4 -2.4
Great Atlantic and Pacific Tea 68 67 68 NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM N/A N/A
Dunkin' Donuts NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM 79 N/A N/A
JetBlue NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM 81 N/A N/A
Fruit of the Loom 83 80 78 77 80 80 79 NM NM NM NM NM NM NM NM NM NM NM NM N/A N/A
Subway NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM 82 N/A N/A
Volvo (Ford) 82 84 84 84 81 80 82 81 82 81 80 81 NM NM NM NM NM NM NM N/A N/A
Kenmore NM NM NM NM NM 85 85 86 83 84 85 NM NM NM NM NM NM NM NM N/A N/A
Company Name Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
Meijer 77 79 77 NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM N/A N/A
Subaru 80 79 83 79 83 NM NM NM NM NM NM NM NM NM NM NM NM NM 87 N/A 8.7
Toshiba NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM 77 N/A N/A
Food Lion 78 76 73 73 73 71 73 NM NM NM NM NM NM NM NM NM NM NM NM N/A N/A
Comcast                                       62 N/A N/A
CPS Energy                                   79 79 80 1.3 1.3
Travelers Group 81 #                                   N/A N/A
Long Island Power Authority                                   65 58 43 -25.9 -33.8
Time Warner Cable                                       63 N/A N/A
CenturyLink                                       64 N/A N/A
Charter Communications                                       65 N/A N/A
Twitter.com                                 NM NM 64 N/A N/A
LinkedIn                                 NM NM 63 N/A N/A
Pinterest                                 NM NM 69 N/A N/A
Aetna Life and Casualty 73 73 73 #                               N/A N/A
MillerCoors                                     81 N/A N/A
Verizon Communications (FiOS)                                       71 N/A N/A
Cox Communications                                       68 N/A N/A
ATT (U-verse)                                       65 N/A N/A
LA Department of Water and Power                                   66 69 71 2.9 7.6
Google Plus                                 NM NM 78 N/A N/A
Central and South West 77 82 78 78 NM 76 79 #                         N/A N/A
Company Name Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
PECO Energy NM 72 70 65 66 71 72 #                         N/A N/A
Unicom 71 68 68 62 66 62 59 #                         N/A N/A
Salt River Project                                   82 81 81 0.0 -1.2
American Stores 71 73 74 68 #                             N/A N/A
Albertsons 75 77 77 72 70 73 70 72 73 73 69 71 #             N/A N/A
Borden Foods 86 86 84 †                               N/A N/A
Nabisco 87 84 85 80 83 81 82 #                       N/A N/A
Maytag 85 87 83 85 84 84 87 83 83 81 81 81 #             N/A N/A
Niagara Mohawk Power 69 73 64 65 68 68 69 69 #                       N/A N/A
Packard Bell NM NM 71 66 67 66 #                         N/A N/A
Touchstone Energy                                   83 81 83 2.5 0.0
Cinergy NM NM NM NM NM NM NM NM NM NM 74 75 71 #             N/A N/A
GPU 77 79 79 69 75 75 78 #                         N/A N/A
Facebook                                 64 66 61 -7.6 -4.7
Myspace                                 63 NM NM N/A N/A
Wikipedia                                 77 78 78 0.0 1.3
YouTube (Google)                                 73 74 73 -1.4 0.0
ATT Corp.               62 56 †                     N/A N/A
Oldsmobile (GM) 83 84 82 82 82 81 80 81 82 80 80 †               N/A N/A
Pillsbury 88 86 87 82 83 84 84 #                       N/A N/A
Ralston Foods 82 79 81 #                               N/A N/A
Target (Discount Stores) 77 76 77 73 74 74 73 77 78 77 #                 N/A N/A
Company Name Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
Citicorp 73 70 68 #                               N/A N/A
First Chicago NBD NM NM 70 68 #                             N/A N/A
First Interstate Bancorp 71 71 #                                 N/A N/A
First Union 76 73 71 74 68 68 66 #                       N/A N/A
NationsBank 75 73 68 64 #                             N/A N/A
Norwest 77 76 71 70 #                             N/A N/A
May Department Stores 74 75 75 72 72 74 72 75 76 75 76 #               N/A N/A
Kmart 74 72 72 68 71 67 67 74 70 70 67 70 70 #           N/A N/A
Federated Department Stores 71 71 73 66 67 68 69 69 71 71 74 #               N/A N/A
Egghead.com             73 †                       N/A N/A
Chemical Banking 68 70 68 #                               N/A N/A
Sears Roebuck 73 75 74 71 74 71 73 76 75 73 74 73 73 #           N/A N/A
Nestle       83 83 84 81 81 #                       N/A N/A
R.H. Macy 69 #                                   N/A N/A
Target (Department Stores) NM 76 74 72 74 72 72 74 75 73 #                 N/A N/A
Ralston Purina       82 81 82 85 83 #                       N/A N/A
H.J. Heinz       85 80 81 84 81 81 #                     N/A N/A
Montgomery Ward 72 72 73 †                               N/A N/A
BANK ONE 77 74 69 70 68 66 70 66 70 70 #                 N/A N/A
Chase Manhattan NM NM NM 69 71 NM NM #                       N/A N/A
KeySpan NM NM NM NM NM NM NM 68 72 71 74 70 71 74 #           N/A N/A
Gateway NM NM NM NM 76 76 78 73 72 69 74 72 73 75 #         N/A N/A
Company Name Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
Holiday Inn 69 69 NM NM 69 68 71 71 69 72 73 69 72 72 #         N/A N/A
Ramada 70 69 70 64 67 67 69 66 67 70 67 66 70 69 #         N/A N/A

Score tables print best in landscape.

Legend
legend

Notes
The ACSI releases industry results monthly and updates the national index quarterly. Baseline measurements are from the summer of 1994.

The "All Others" score for an industry represents the remainder of the total industry market share, less the market shares of the measured companies. This benchmark is an aggregate of a representative number of customer interviews from each of potentially hundreds of smaller companies within the industry.

**The limited-service restaurant industry was not measured in 2004 due to a change in the quarterly measurement system that was in place at that time.