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

Q1 2007 and Historical ACSI Scores


First Quarter Scores

Last Update: May 15, 2007
(Next Update: May 20, 2008)

Accommodation & Food Services, Health Care & Social Assistance, Information, Transportation & Warehousing, Utilities

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

Sector: Health Care & Social Assistance
Industry: hospitals
 
Sector: Information
Industries: cable & satellite TV, cellular telephones*, computer software, fixed line telephone service, motion pictures, network/cable TV news, newspapers, wireless telephone service
 
Sector: Transportation & Warehousing
Industries: airlines, express delivery, U.S. Postal Service

Sector: Utilities
Industry: energy utilities

*The cellular telephone industy is part of the Manufacturing/Durable Goods Sector. For score of other durable good industires, go to Second Quarter Scores.

Commentary by Professor Claes Fornell
Score tables print best landscape

Base-
line 		96 97 98 99 00 01 02 03 04 05 06 07 08 09 Previous
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%
Change 		First
Year
%
Change
ACCOMMODATION & FOOD SERVICES 73.2 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 2.1 7.8
 
Full Service Restaurants NM NM NM NM NM NM NM NM NM NM NM NM 81 80 84 5.0 3.7
All Others NM NM NM NM NM NM NM NM NM NM NM NM 82 80 85 6.3 3.7
Olive Garden (Darden Restaurants) NM NM NM NM NM NM NM NM NM NM NM NM 80 82 81 -1.2 1.3
Red Lobster (Darden Restaurants) NM NM NM NM NM NM NM NM NM NM NM NM 78 79 80 1.3 2.6
Outback Steakhouse (OSI Restaurant Partners) NM NM NM NM NM NM NM NM NM NM NM NM 79 76 77 1.3 -2.5
Chili's Grill & Bar (Brinker) NM NM NM NM NM NM NM NM NM NM NM NM 75 73 74 1.4 -1.3
 
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Hotels 75 72 71 71 72 72 71 71 73 72 73 75 71 75 75 0.0 0.0
Hilton Hotels 75 75 75 72 74 77 74 76 74 77 76 78 76 78 79 1.3 5.3
Marriott 80 77 76 76 77 74 77 76 76 76 76 75 79 78 77 -1.3 -3.8
Choice Hotels NM NM NM NM NM NM NM NM NM NM NM NM NM 71 76 7.0 7.0
All Others NM 71 71 70 71 72 70 70 72 71 73 76 70 76 76 0.0 7.0
Best Western 74 NM NM NM NM NM NM NM NM NM NM NM NM 70 75 7.1 1.4
InterContinental Hotels NM NM NM NM NM NM NM NM NM NM NM NM NM 74 75 1.4 1.4
Global Hyatt 76 77 77 75 73 74 73 75 77 74 74 75 77 78 74 -5.1 -2.6
Starwood Hotels & Resorts Worldwide NM NM NM NM NM 73 71 69 73 73 75 75 76 74 74 0.0 1.4
Wyndham Worldwide NM NM NM NM NM NM NM NM NM NM NM NM NM 70 70 0.0 0.0
Promus Hotel 82 83 77 78 79 #                   N/A N/A
Ramada 70 70 64 67 67 69 66 67 70 67 66 70 69 #   N/A N/A
Holiday Inn 69 NM NM 69 68 71 71 69 72 73 69 72 72 #   N/A N/A
 
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Limited Service Restaurants 69 66 68 69 69 70 71 71 74 NM** 76 77 77 78 78 0.0 13.0
All Others 73 75 73 74 74 72 73 74 75 NM 78 80 79 80 83 3.8 13.7
Domino's Pizza 67 68 68 70 67 69 73 75 75 NM 71 75 75 75 77 2.7 14.9
Starbucks NM NM NM NM NM NM NM NM NM NM NM 77 78 77 76 -1.3 -1.3
Wendy's 72 71 69 73 71 70 72 74 74 NM 75 76 78 73 76 4.1 5.6
Little Caesar 72 69 73 71 NM 69 70 74 75 NM 74 77 75 75 75 0.0 4.2
Papa John's NM NM NM NM 76 77 78 76 76 NM 78 79 77 76 75 -1.3 -1.3
Pizza Hut (YUM! Brands) 69 63 71 71 68 70 71 70 75 NM 71 76 72 76 74 -2.6 7.2
Taco Bell (YUM! Brands) 66 66 67 64 64 63 66 67 68 NM 72 70 69 70 73 4.3 10.6
McDonald's 63 60 60 61 61 59 62 61 64 NM 62 63 64 69 70 1.4 11.1
KFC (YUM! Brands) 67 69 67 64 64 65 63 69 71 NM 69 70 71 70 69 -1.4 3.0
Burger King 66 67 68 64 66 67 65 68 68 NM 71 70 69 71 69 -2.8 4.5
 
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HEALTH CARE & SOCIAL ASSISTANCE 74.0 71.0 67.0 72.0 70.0 69.0 68.0 70.0 73.0 76.0 70.8 74.1 76.8 78.0 78.5 0.6 6.1
 
Ambulatory Care NM NM NM NM NM NM NM NM NM NM NM NM NM 81 80 -1.2 -1.2
 
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Hospitals 74 71 67 72 70 69 68 70 73 76 71 74 77 75 77 2.7 4.1
All Others 74 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
American Medical Systems NM ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
HCA 78 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
HealthTrust EPIC 67 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
 
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INFORMATION 78.5 76.0 71.1 71.4 70.2 69.4 68.0 68.3 69.3 67.5 65.8 68.6 68.3 68.6 70.2 2.3 -10.6
 
Cable & Satellite TV NM NM NM NM NM NM 64 61 61 61 61 63 62 64 63 -1.6 -1.6
DIRECTV NM NM NM NM NM NM 70 70 72 71 67 71 67 68 71 4.4 1.4
All Others NM NM NM NM NM NM 62 63 60 60 59 63 66 69 70 1.4 12.9
Cox Communications NM NM NM NM NM NM NM NM NM 63 63 63 63 63 66 4.8 4.8
DISH Network NM NM NM NM NM NM 71 68 71 71 68 68 67 65 64 -1.5 -9.9
Comcast NM NM NM NM NM NM 64 56 55 56 58 60 56 54 59 9.3 -7.8
Time Warner Cable NM NM NM NM NM NM 63 61 61 60 61 61 58 59 59 0.0 -6.3
Charter Communications NM NM NM NM NM NM 63 53 55 56 56 55 55 54 51 -5.6 -19.0
AT&T Corp. NM NM NM NM NM NM 62 56 #             N/A N/A
 
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Year
%
Change
Cellular Telephones NM NM NM NM NM NM NM NM NM 69 69 70 70 71 72 1.4 4.3
Kyocera NM NM NM NM NM NM NM NM NM 70 NM NM NM NM NM N/A N/A
Nokia NM NM NM NM NM NM NM NM NM 72 70 69 72 74 74 0.0 2.8
All Others NM NM NM NM NM NM NM NM NM 64 66 68 70 70 73 4.3 14.1
Motorola NM NM NM NM NM NM NM NM NM 70 70 71 72 74 72 -2.7 2.9
Samsung Electronics NM NM NM NM NM NM NM NM NM 73 71 73 70 71 70 -1.4 -4.1
 
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Year
%
Change
Computer Software NM NM NM NM NM NM NM NM NM NM NM 74 73 74 75 1.4 1.4
All Others NM NM NM NM NM NM NM NM NM NM NM 75 75 75 76 1.3 1.3
Microsoft NM NM NM NM NM NM NM NM NM NM NM 73 70 69 70 1.4 -4.1
 
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Fixed Line Telephone Service 81 79 75 74 73 72 70 71 72 71 70 70 70 73 72 -1.4 -11.1
All Others 77 77 75 74 73 74 69 73 75 74 73 71 72 74 75 1.4 -2.6
Cox Communications NM NM NM NM NM NM NM NM NM NM NM 76 70 74 74 0.0 -2.6
AT&T 85 83 80 81 79 75 73 73 76 76 72 71 70 75 71 -5.3 -16.5
Verizon Communications             73 71 73 73 70 69 72 70 71 1.4 -2.7
Qwest Communications             61 56 62 64 69 70 72 73 71 -2.7 16.4
Embarq 79 80 76 76 74 70 71 74 73 65 66 64 66 70 68 -2.9 -13.9
Comcast NM NM NM NM NM NM NM NM NM NM NM 69 67 69 67 -2.9 -2.9
SBC Communications 80 77 71 71 71 70 66 67 67 68 71 #       N/A N/A
Ameritech 81 77 73 70 66 #                   N/A N/A
US WEST 77 74 71 68 67 64 #                 N/A N/A
Pacific Telesis 81 80 72 #                       N/A N/A
NYNEX 79 75 66 #                       N/A N/A
MCI 75 78 72 74 73 70 70 70 67 70 70 #       N/A N/A
GTE 76 72 68 65 63 69 #                 N/A N/A
BellSouth 83 83 78 78 76 75 74 74 74 73 70 71 #     N/A N/A
Bell Atlantic 80 81 72 71 73 71 #                 N/A N/A
 
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%
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Year
%
Change
Motion Pictures 77 74 71 76 71 68 71 70 71 73 71 73 70 70 74 5.7 -3.9
Walt Disney 84 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Universal Studios 77 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Time Warner 78 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Sony Pictures Entertainment 71 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Paramount Communications 72 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Fox Entertainment 79 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
 
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%
Change
Network Cable TV News 77 70 62 65 62 64 62 65 68 66 68 69 67 69 71 2.9 -7.8
Turner Broadcasting System 82 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
NBC Television Network 76 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
CBS Broadcasting 79 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
All Others 77 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
ABC 76 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
 
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%
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Year
%
Change
Newspapers 72 69 69 66 69 68 68 63 64 68 63 63 66 64 63 -1.6 -12.5
Tribune 70 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Times Mirror 68 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
New York Times 74 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Knight-Ridder 68 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Gannett 75 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Dow Jones 75 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
All Others NM ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
 
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%
Change
Wireless Telephone Service NM NM NM NM NM NM NM NM NM 65 63 66 68 68 69 1.5 6.2
Verizon Wireless NM NM NM NM NM NM NM NM NM 68 67 69 71 72 74 2.8 8.8
All Others NM NM NM NM NM NM NM NM NM 70 65 68 68 71 73 2.8 4.3
T-Mobile NM NM NM NM NM NM NM NM NM NM 64 69 70 71 71 0.0 10.9
AT&T Mobility NM NM NM NM NM NM NM NM NM 63 62 63 68 71 67 -5.6 6.3
Sprint Nextel NM NM NM NM NM NM NM NM NM 59 63 63 61 56 63 12.5 6.8
Nextel Communications NM NM NM NM NM NM NM NM NM NM 59 #       N/A N/A
AT&T Wireless NM NM NM NM NM NM NM NM NM 61 #         N/A N/A
 
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TRANSPORTATION 70.3 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 1.3 3.2
 
Airlines 72 69 67 65 63 63 61 66 67 66 66 65 63 62 64 3.2 -11.1
Southwest Airlines 78 76 76 74 72 70 70 74 75 73 74 74 76 79 81 2.5 3.8
All Others NM 74 70 62 67 63 64 72 74 73 74 74 75 75 77 2.7 4.1
Continental Airlines 67 66 64 66 64 62 67 68 68 67 70 67 69 62 68 9.7 1.5
Delta Air Lines 77 67 69 65 68 66 61 66 67 67 65 64 59 60 64 6.7 -16.9
American Airlines 70 71 62 67 64 63 62 63 67 66 64 62 60 62 60 -3.2 -14.3
US Airways 72 66 68 65 61 62 60 63 64 62 57 62 61 54 59 9.3 -18.1
Northwest Airlines 69 67 64 63 53 62 56 65 64 64 64 61 61 57 57 0.0 -17.4
United Airlines 71 70 68 65 62 62 59 64 63 64 61 63 56 56 56 0.0 -21.1
 
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Express Delivery 81 85 80 78 79 81 78 79 79 81 81 83 81 82 82 0.0 1.2
FedEx 85 86 82 80 83 83 82 82 82 83 84 86 84 85 84 -1.2 -1.2
United Parcel Service 82 87 82 77 79 81 78 80 79 80 82 83 81 83 82 -1.2 0.0
All Others NM NM NM NM NM NM NM NM NM NM 78 82 79 77 81 5.2 3.8
U.S. Postal Service (Express & Priority Mail) 69 74 70 75 75 75 73 73 75 77 74 75 77 75 76 1.3 10.1
 
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U.S. Postal Service 61 74 69 71 71 72 70 73 72 74 73 71 73 74 74 0.0 21.3
 
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UTILITIES 75.0 75.0 73.0 73.0 74.0 75.0 69.0 73.0 73.0 72.0 73.1 72.4 72.9 73.6 73.7 0.1 -1.7
 
Energy Utilities 75 75 73 73 74 75 69 73 73 72 73 72 73 74 74 0.0 -1.3
Allegheny Energy NM NM NM NM NM NM 79 80 76 75 74 80 79 NM NM N/A N/A
PacifiCorp NM NM NM NM NM NM 72 71 76 NM NM NM NM NM NM N/A N/A
Sempra Energy NM NM NM NM NM NM 67 74 77 77 79 75 80 80 80 0.0 19.4
MidAmerican Energy Holdings NM NM NM NM NM NM NM NM NM NM NM NM NM 78 79 1.3 1.3
PPL NM NM NM NM NM NM 80 80 80 79 80 81 81 78 79 1.3 -1.3
CenterPoint Energy NM NM NM NM NM NM NM NM NM NM 73 72 74 75 78 4.0 6.8
Atmos Energy NM NM NM NM NM NM NM NM NM NM NM NM NM 75 78 4.0 4.0
Southern Company 78 76 77 79 78 80 80 81 82 81 79 80 82 81 78 -3.7 0.0
Edison International 76 77 78 75 73 78 60 66 69 71 75 78 74 75 77 2.7 1.3
Duke Energy 82 83 79 78 80 79 79 79 77 78 78 80 79 76 77 1.3 -6.1
Public Service Enterprise Group 79 77 75 74 73 78 75 76 76 73 74 75 73 75 76 1.3 -3.8
FPL Group 77 74 69 75 74 76 73 71 73 76 74 68 73 76 76 0.0 -1.3
Xcel Energy NM NM NM NM NM NM 65 74 73 70 68 70 71 73 76 4.1 16.9
Progress Energy NM NM NM NM NM NM 76 77 75 78 75 77 77 77 75 -2.6 -1.3
American Electric Power 78 82 77 78 77 79 76 75 74 75 74 75 73 76 74 -2.6 -5.1
FirstEnergy NM NM NM NM NM NM 72 77 76 69 71 75 76 77 74 -3.9 2.8
Entergy 75 75 70 70 69 74 69 74 71 73 75 70 73 74 74 0.0 -1.3
Energy East NM NM NM NM NM NM 73 73 71 70 73 74 70 75 73 -2.7 0.0
PG&E 73 72 71 68 71 73 49 58 66 66 67 68 72 70 73 4.3 0.0
Northeast Utilities 70 72 67 65 68 72 76 72 73 68 74 72 69 68 72 5.9 2.9
Dominion Resources 74 72 74 75 74 75 65 70 72 67 71 70 73 75 72 -4.0 -2.7
All Others 75 75 74 75 74 76 68 74 72 74 74 70 72 72 72 0.0 -4.0
Energy Future Holdings 73 77 70 76 74 76 71 75 74 74 72 65 63 68 72 5.9 -1.4
DTE Energy 78 78 75 74 74 75 74 68 72 71 68 65 70 72 71 -1.4 -9.0
NiSource NM NM NM NM NM NM 67 68 66 68 68 66 72 70 71 1.4 6.0
National Grid               73 75 69 72 65 71 71 71 0.0 -2.7
CMS Energy 79 77 75 73 76 76 75 76 78 71 74 72 73 74 70 -5.4 -11.4
Exelon             66 69 71 71 71 70 68 69 70 1.4 6.1
Reliant Energy NM NM 68 73 73 75 67 74 70 68 69 69 65 72 69 -4.2 1.5
Pepco Holdings NM NM NM NM NM NM NM NM 77 72 73 71 70 69 68 -1.4 -11.7
Ameren NM NM NM NM NM NM 78 76 77 74 75 74 57 64 68 6.3 -12.8
Consolidated Edison 77 74 71 69 73 71 66 74 72 68 68 68 69 66 66 0.0 -14.3
Niagara Mohawk Power 69 64 65 68 68 69 69 #               N/A N/A
Unicom 71 68 62 66 62 59 #                 N/A N/A
GPU 77 79 69 75 75 78 #                 N/A N/A
Central and South West 77 78 78 NM 76 79 #                 N/A N/A
KeySpan NM NM NM NM NM NM 68 72 71 74 70 71 74 #   N/A N/A
Cinergy NM NM NM NM NM NM NM NM NM 74 75 71 #     N/A N/A
PECO Energy NM 70 65 66 71 72 #                 N/A N/A

*At the end of 2004, ACSI adopted the North American Industry Classification System (NAICS) to replace the Standard Industrial Classification (SIC) for the organization of ACSI measured sectors and industries.  The NAICS classification moves the limited-service restaurant industry from the Retail sector, measured in fourth quarter, to the Accommodation & Food Services sector, measured in first quarter.  Therefore, the Q4 2004 measurement of the limited-service restaurant industry was delayed until Q1 2005 and the industry will continue to be measured in the first quarter thereafter.

All baseline measurements were taken in the summer of 1994.
NM = Not Measured.

The ACSI is updated quarterly, with results for a different set of industries each quarter.

The "All Others" score for an industry represents the remainder of the total industry market share, less the market shares of the ACSI-measured companies. It is an aggregate of a representative number of customer interviews from each of potentially hundreds of smaller companies within the industry. Individual company scores within the "All Others" category cannot be derived without additional data collection (see "Custom Research ", or to generate your own ACSI score using the ACSI methodology, see "Data Modeling Services").