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

June 2012 and Historical ACSI Benchmarks

Updated on June 19, 2012

Sector: Accommodation & Food Services
Industry: hotels, limited-service restaurants, full-service restaurants

Sector: Transportation
Industries: airlines, consumer shipping, U.S. Postal Service

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
ACCOMMODATION & FOOD SERVICES 73.2 71.6 69.5 70.2 70.0 70.7 71.2 71.0 71.0 73.4 71.7 74.2 75.8 75.7 77.3 78.9 77.3 79.4 78.9 -0.6 7.8
Full-Service Restaurants                           81 80 84 81 82 80 -2.4 -1.2
Red Lobster (Darden)                           78 79 80 83 82 83 1.2 6.4
Outback Steakhouse                           79 76 77 80 81 81 0.0 2.5
All Others                           82 80 85 81 82 81 -1.2 -1.2
Olive Garden (Darden)                           80 82 81 84 82 80 -2.4 0.0
Applebee's                           NM NM NM NM NM 77 N/A N/A
Chili's                           75 73 74 78 79 76 -3.8 1.3
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
Hotels 75 73 72 71 71 72 72 71 71 73 72 73 75 71 75 75 75 77 77 0.0 2.7
Hilton 75 75 75 75 72 74 77 74 76 74 77 76 78 76 78 79 80 80 80 0.0 6.7
Marriott 80 76 77 76 76 77 74 77 76 76 76 76 75 79 78 77 80 79 78 -1.3 -2.5
InterContinental NM NM NM NM NM NM NM NM NM NM NM NM NM NM 74 75 78 76 77 1.3 4.1
All Others NM 73 71 71 70 71 72 70 70 72 71 73 76 70 76 76 74 77 77 0.0 5.5
Choice NM NM NM NM NM NM NM NM NM NM NM NM NM NM 71 76 74 74 76 2.7 7.0
Hyatt 76 75 77 77 75 73 74 73 75 77 74 74 75 77 78 74 79 77 76 -1.3 0.0
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
Starwood NM NM NM NM NM NM 73 71 69 73 73 75 75 76 74 74 77 79 75 -5.1 2.7
Wyndham NM NM NM NM NM NM NM NM NM NM NM NM NM NM 70 70 70 73 70 -4.1 0.0
Ramada 70 69 70 64 67 67 69 66 67 70 67 66 70 69 #         N/A N/A
Promus Hotel 82 80 83 77 78 79 #                         N/A N/A
Holiday Inn 69 69 NM NM 69 68 71 71 69 72 73 69 72 72 #         N/A N/A
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
Limited-Service Restaurants 69 70 66 68 69 69 70 71 71 74 NM** 76 77 77 78 78 75 79 80 1.3 15.9
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
All Others 73 74 75 73 74 74 72 73 74 75 NM 78 80 79 80 83 76 81 82 1.2 12.3
Subway NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM 82 N/A N/A
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
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
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
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
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
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
Starbucks NM NM NM NM NM NM NM NM NM NM NM NM 77 78 77 76 78 80 76 -5.0 -1.3
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
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
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
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
TRANSPORTATION 70.3 71.1 74.3 70.9 69.9 68.7 70.0 67.9 71.3 72.0 73.3 72.4 72.3 71.1 71.7 72.6 73.3 73.2 73.6 0.5 4.7
Airlines 72 69 69 67 65 63 63 61 66 67 66 66 65 63 62 64 66 65 67 3.1 -6.9
JetBlue NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM 81 N/A N/A
Southwest 78 76 76 76 74 72 70 70 74 75 73 74 74 76 79 81 79 81 77 -4.9 -1.3
All Others NM 70 74 70 62 67 63 64 72 74 73 74 74 75 75 77 75 76 74 -2.6 5.7
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
Delta 77 72 67 69 65 68 66 61 66 67 67 65 64 59 60 64 62 56 65 16.1 -15.6
American 70 71 71 62 67 64 63 62 63 67 66 64 62 60 62 60 63 63 64 1.6 -8.6
United 71 67 70 68 65 62 62 59 64 63 64 61 63 56 56 56 60 61 62 1.6 -12.7
Continental 67 64 66 64 66 64 62 67 68 68 67 70 67 69 62 68 71 64 # N/A N/A
Northwest Airlines 69 71 67 64 63 53 62 56 65 64 64 64 61 61 57 57 61 # N/A N/A
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
Consumer Shipping 81 81 85 80 78 79 81 78 79 79 81 81 83 81 82 82 83 84 82 -2.4 1.2
FedEx 85 85 86 82 80 83 83 82 82 82 83 84 86 84 85 84 85 83 82 -1.2 -3.5
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
UPS 82 83 87 82 77 79 81 78 80 79 80 82 83 81 83 82 82 85 81 -4.7 -1.2
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
U.S. Postal Service 61 69 74 69 71 71 72 70 73 72 74 73 71 73 74 74 71 74 75 1.4 23.0

Score tables print best in landscape.

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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.