Articles

Benchmarks by Hotel Brand

The American Customer Satisfaction Index independently measures customer satisfaction with popular lodging brands offered by leading hoteliers in the U.S. market. The customer satisfaction benchmarks are based on randomly sampled interviews with recent hotel guests. The study expands ACSI coverage of the hospitality industry to provide ACSI clients with detailed customer satisfaction data at the brand level for competitive analysis.

Travel 2014 Press Release »

April 22, 2014

Hotel Brand Customer Satisfaction 2014
Brand Type* Parent ACSI Score
(0-100 Scale)
Ritz-Carlton Luxury Marriott 86
JW Marriott Luxury Marriott 83
Hyatt Upper Upscale Hyatt 82
Hyatt Place Upscale Hyatt 82
Westin Upper Upscale Starwood 82
Fairfield Inn & Suites by Marriott Upper Midscale Marriott 82
Hampton Inn & Suites Upper Midscale Hilton 82
Marriot Hotels & Resorts Upper Upscale Marriott 81
Embassy Suites Hotels Upper Upscale Hilton 81
Hilton Garden Inn Upscale Hilton 81
Wyndham Hotels & Resorts Upper Upscale Wyndham 79
Residence Inn by Marriott Upscale Marriott 79
Courtyard by Marriott Upscale Marriott 79
Grand Hyatt Luxury Hyatt 78
Hyatt Regency Upper Upscale Hyatt 78
Holiday Inn Upper Midscale InterContinental 78
Hilton Hotels & Resorts Upper Upscale Hilton 77
DoubleTree by Hilton Upscale Hilton 77
Comfort Inn/Suites Upper Midscale Choice 77
SpringHill Suites by Marriot Upscale Marriott 77
Best Western Plus Upper Midscale Best Western 76
Crowne Plaza Upscale InterContinental 74
Days Inn/Suites Economy Wyndham 73
Sheraton Upper Upscale Starwood 72
Best Western Midscale Best Western 72
Quality Inn Midscale Choice 70
Ramada Inn Midscale Wyndham 70
Super 8 Economy Wyndham 68
Econo Lodge Economy Choice 67

*Lodging type assigned per industry standards.


Benchmarks by Smartphone Brand

The American Customer Satisfaction Index independently measures customer satisfaction with top-selling smartphone brands available to U.S. consumers. The customer satisfaction benchmarks are based on randomly sampled interviews with current smartphone users. The study expands ACSI coverage of the cell phone industry to provide ACSI clients with detailed customer satisfaction data at the brand level for the rapidly growing smartphone market.

Telecommunications and Information 2014 Press Release »

May 20, 2014

Smartphone Customer Satisfaction 2014
Model Manufacturer ACSI Score
(0-100 Scale)
Galaxy Note II Samsung 85
iPhone 5C Apple 84
iPhone 5S Apple 83
Galaxy S 4 Samsung 82
Galaxy S III Samsung 82
Galaxy Note 3 Samsung 81
iPhone 4S Apple 81
iPhone 5 Apple 80
iPhone 4 Apple 77
Galaxy S II Samsung 72

ACSI Benchmarks for E-Government Q4 2011

January 19, 2012

E-Government
Agency/Department/Office
WEBSITE  2011
 Q4
E-Commerce/Transaction
Social Security Administration SSA iClaim: www.socialsecurity.gov/applyonline  91
Social Security Administration SSA Retirement Estimator: www.ssa.gov/estimator  90
Free Application for Federal Student Aid, Eductation FAFSA website: www.fafsa.ed.gov  89
Social Security Administration Help with Medicare Prescription Drug Plan Costs: www.socialsecurity.gov/i1020  88
Social Security Administration Social Security Internet Disability Report: www.ssa.gov/applyfordisability  83
U.S. Pension Benefit Guaranty Corporation MyPBA: egov.pbgc.gov/mypba  83
Social Security Administration Social Security Business Services Online:
www.ssa.gov/bso/bsowelcome.htm
 83
Substance Abuse and Mental Health Services Administration SAMHSA Store: store.samhsa.gov  81
U.S. Pension Benefit Guaranty Corporation MyPAA: egov.pbgc.gov/mypaa  78
United States Mint, Treasury Online Catalog: catalog.usmint.gov  74
Forest Service, Agriculture Recreation One-Stop: www.recreation.gov  73
General Services Administration Official Site to Buy U.S. Government Property: www.govsales.gov  72
General Services Administration GSA Auctions: www.gsaauctions.gov  71
General Services Administration General Services Administration GSAXcess: www.gsaxcess.gov  63
Department of the Treasury, Bureau of the Public Debt TreasuryDirect: www.treasurydirect.gov  52
Information/News
U.S. Citizenship and Immigration Services, DHS U.S. Citizenship and Immigration Services Resource Center: uscis.gov/portal/site/uscis/citizenship  86
National Library of Medicine, National Institutes of Health, HHS MedlinePlus: medlineplus.gov  86
National Library of Medicine, National Institutes of Health, HHS MedlinePlus en español : medlineplus.gov/esp  85
Office on Women's Health National Women's Health Information Center (NWHIC) main website:  www.womenshealth.gov  84
U.S. Department of Health and Human Services HHS Healthy People:  www.healthypeople.gov  83
National Cancer Institute, National Institutes of Health, HHS National Cancer Institute Site en Español: www.cancer.gov/espanol  83
Department of Defense DoD Navy: www.navy.mil  83
Federal Trade Commission FTC OnGuardOnline: onguardonline.gov  82
U.S. Department of Health and Human Services National Library of Medicine AIDS Information: aidsinfo.nih.gov  82
National Institute of Diabetes and Digestive & Kidney Diseases, National Institutes of Health, HHS NIDDK: www2.niddk.nih.gov  81
National Institute of Justice, Justice NIJ main website: www.nij.gov  81
Agency for Healthcare Research & Quality, HHS AHRQ Effective Health Care Program: effectivehealthcare.ahrq.gov  81
U.S. Citizenship and Immigration Services, DHS U.S. Citizenship and Immigration Services: www.uscis.gov/e-verify  81
U.S. Department of Commerce National Geodetic Society, National Oceanic and Atmospheric Administration website: www.ngs.noaa.gov  81
AHRQ Health Care Innovations Exchange, HHS AHRQ Health Care Innovations Exchange: innovations.ahrq.gov  81
Defense Media Agency Pentagon Channel: www.pentagonchannel.mil  80
National Institute of Child Health and Human Development, National Institutes of Health, HHS National Institute of Child Health and Human Development: nichd.nih.gov  80
Department of Defense DoD Air Force: www.af.mil  80
National Women's Health Information Center Girls Health: girlshealth.gov  79
Federal Emergency Management Agency, DHS Federal Emergency Management Agency Ready Campaign: www.ready.gov  79
Department of State Department of State blog website:  blogs.state.gov  78
Agency for Healthcare Research & Quality, HHS Agency for Healthcare Research and Quality: ahrq.gov  78
Bureau of Educational and Cultural Affairs, State U.S. Department of State Bureau of Educational and Cultural Affairs Alumni website : alumni.state.gov  77
Department of State, Bureau of Consular Affairs Bureau of Consular Affairs: travel.state.gov  77
National Institute of Allergy and Infectious Diseases, National Institutes of Health, HHS National Institute of Allergy and Infectious Diseases: www.niaid.nih.gov  76
Health Resources and Services Administration, HHS Health Resources and Services Administration main website: www.hrsa.gov  75
Bureau of Educational and Cultural Affairs, State U.S. Department of State Bureau of Educational and Cultural Affairs Exchanges website: exchanges.state.gov  75
Bureau of Labor Statistics Bureau of Labor Statistics: bls.gov  75
U.S. Department of Health and Human Services HHS National Health Information Center: healthfinder.gov  74
Federal Aviation Administration, Department of Transportation Federal Aviation Administration: www.faa.gov  74
Federal Highway Administration U.S. Department of Transportation: www.fhwa.dot.gov  74
U.S. Nuclear Regulatory Commission U.S. Nuclear Regulatory Commission website: www.nrc.gov  74
Economic Research Service, Agriculture ERS main website: ers.usda.gov  73
Foreign Agricultural Service, Agriculture FAS main website: www.fas.usda.gov  73
Agency for Healthcare Research & Quality, HHS AHRQ CAHPS: cahps.ahrq.gov  73
National Library of Medicine, National Institutes of Health, HHS National Library of Medicine Clinical Trials website: www.nlm.nih.gov/medlineplus/clinicaltrials.html  72
Food Safety and Inspection Service, Agriculture FSIS main website:  www.fsis.usda.gov  72
United States Geological Survey U.S. Geological Survey: www.usgs.gov  69
Military Health System, Defense Military Health System main website: www.health.mil  69
Bureau of Economic Analysis, Commerce BEA main website: bea.gov  69
Federal Deposit Insurance Corporation FDIC Applications: www.fdic.gov  69
Alcohol and Tobacco Tax and Trade Bureau, Treasury USTTB website: ttb.gov  68
Social Security Administration Social Security Online: Frequently Asked Questions: ssa-custhelp.ssa.gov  67
Department of Transportation Research and Innovative Technology Administration DOT Research and Innovative Technology Administration website: rita.dot.gov  65
Military Health System, Defense TRICARE: tricare.mil  65
Federal Motor Carrier Safety Administration Federal Motor Carrier Safety Administration Main Site: fmcsa.dot.gov  65
HHS/Grants Policy Committee HHS: grants.gov  61
Forest Service, Agriculture Forest Service website: www.fs.fed.us  61
Natural Resources Conservation Service, Agriculture NRCS website: www.nrcs.usda.gov  55
Portal/Department Main Site
U.S. Citizenship and Immigration Services, DHS U.S. Citizenship and Immigration Services Español : www.uscis.gov/portal/site/uscis-es  86
General Services Administration GobiernoUSA.gov website: www.gobiernousa.gov  86
National Institute of Arthritis and Musculoskeletal and Skin Diseases, National Institutes of Health, HHS NIAMS public website: www.niams.nih.gov  84
Centers for Disease Control and Prevention CDC main website: www.cdc.gov  83
National Cancer Institute, National Institutes of Health, HHS National Cancer Institute main website: www.cancer.gov  83
U.S. Citizenship and Immigration Services, DHS U.S. Citizenship and Immigration Services: www.uscis.gov/portal/site/uscis  82
National Aeronautics and Space Administration NASA main website: www.nasa.gov  81
Federal Bureau of Investigation FBI main website: www.fbi.gov  80
National Institute of Dental and Craniofacial Research, National Institutes of Health, HHS National Institute of Dental and Craniofacial Research: nidcr.nih.gov  80
National Park Service, Interior National Park Service main website: www.nps.gov  80
National Library of Medicine, National Institutes of Health, HHS National Library of Medicine main website: www.nlm.nih.gov  78
Government Accountability Office GAO main public website: www.gao.gov  75
Department of Defense Department of Defense portal: www.defense.gov  75
National Institute for Standards and Technology National Institute for Standards and Technology main website: www.nist.gov  75
Department of State Department of State main website: www.state.gov  75
Federal Deposit Insurance Corporation FDIC main website: www.fdic.gov  74
General Services Administration GSA main website: www.gsa.gov  74
General Services Administration USAGov website: www.usa.gov  73
National Archives & Records Administration NARA main public website: www.archives.gov  73
U.S. Small Business Administration SBA main website: www.sba.gov  72
U.S. Pension Benefit Guaranty Corporation U.S. PBGC main website: www.pbgc.gov  71
United States International Trade Commission U.S. International Trade Commission main website: www.usitc.gov  70
Internal Revenue Service, Treasury IRS main website: www.irs.gov  70
Substance Abuse and Mental Health Services Administration, HHS SAMHSA website: www.samhsa.gov  70
Social Security Administration Social Security Online (main website): www.socialsecurity.gov  69
Department of Homeland Security Department of Homeland Security main website: www.dhs.gov  69
Environmental Protection Agency U.S. Environmental Protection Agency: www.epa.gov  68
Department of Veterans Affairs VA main website: www.va.gov and www.myhealth.va.gov  68
U.S. Food and Drug Administration U.S. Food and Drug Administration main website: www.fda.gov  67
Department of Homeland Security Federal Emergency Management Agency main site: www.fema.gov  66
Office of Disability Employment Policy, Labor Disability: www.disability.gov  66
Department of the Treasury Treasury main website: www.treasury.gov  62
Recruitment/Careers
Central Intelligence Agency Recruitment website: www.cia.gov/careers  82
Department of State Recruitment website: www.careers.state.gov  81
Department of Labor Department of Labor Job Listings: www.doors.dol.gov  75
Office of Personnel Management OPM Veterans Employment website: www.fedshirevets.gov  63
Office of Personnel Management Recruitment website: www.usajobs.gov  56

Citizen Satisfaction by Federal Department

January 28, 2014

2013 ACSI benchmarks for citizen satisfaction by Federal Department


ACSI Benchmarks for E-Government Q4 2012

February 6, 2013

Department E-Government
Agency/Department/Office
Website 2012
Q4
E-Commerce/Transaction
SSA Social Security Administration SSA Retirement Estimator: ssa.gov/estimator  91
Education Free Application for Federal Student Aid FAFSA: fafsa.ed.gov  90
SSA Social Security Administration SSA iClaim: socialsecurity.gov/applyonline  90
SSA Social Security Administration Extra Help with Medicare Prescription Drug Plan Costs: socialsecurity.gov/i1020  89
SSA Social Security Administration Social Security Business Services Online: ssa.gov/bso/bsowelcome.htm  84
SSA Social Security Administration SSA Electronic Access/Online Statement: ssa.gov/mystatement  83
SSA Social Security Administration Social Security Internet Disability Report: ssa.gov/applyfordisability  83
PBGC U.S. Pension Benefit Guaranty Corporation MyPBA: egov.pbgc.gov/mypba  83
Treasury United States Mint U.S. Mint Online Catalog and main website: usmint.gov  82
HHS Substance Abuse and Mental Health Services Administration SAMHSA Store: store.samhsa.gov  82
PBGC U.S. Pension Benefit Guaranty Corporation MyPAA: egov.pbgc.gov/mypaa  80
USDA Forest Service Recreation One-Stop: recreation.gov  75
GSA General Services Administration GSA Auctions: gsaauctions.gov  70
GSA General Services Administration Official Site to Buy U.S. Government Property: govsales.gov  65
GSA General Services Administration General Services Administration GSAXcess: gsaxcess.gov  59
Treasury Bureau of the Public Debt TreasuryDirect: treasurydirect.gov  46
Information/News
HHS National Library of Medicine, National Institutes of Health (NIH) MedlinePlus en español : medlineplus.gov/esp  87
HHS National Library of Medicine, National Institutes of Health (NIH) MedlinePlus: medlineplus.gov  87
DHS U.S. Citizenship and Immigration Services U.S. Citizenship and Immigration Services Resource Center: uscis.gov/portal/site/uscis/citizenship  86
Boards, Commissions,
and Committees
American Battle Monuments Commission American Battle Monuments Commission:  abmc.gov  86
HHS U.S. Department of Health and Human Services National Library of Medicine AIDS Information: aidsinfo.nih.gov  84
HHS U.S. Department of Health and Human Services HHS Healthy People: healthypeople.gov  84
DOC U.S. Department of Commerce National Geodetic Society, National Oceanic and Atmospheric Administration: ngs.noaa.gov  83
HHS National Cancer Institute, National Institutes of Health (NIH) National Cancer Institute en Español: cancer.gov/espanol  83
HHS National Institute of Diabetes and Digestive and Kidney Diseases, National Institutes of Health (NIH) NIDDK: niddk.nih.gov  83
HHS Office on Women's Health National Women's Health Information Center (NWHIC): womenshealth.gov  82
HHS National Women's Health Information Center Girls Health: girlshealth.gov  82
DOD Department of Defense DoD Navy: navy.mil  82
DOD Department of Defense DoD Air Force: af.mil  81
HHS National Institute of Child Health and Human Development, National Institutes of Health (NIH) National Institute of Child Health and Human Development: nichd.nih.gov  81
DHS Federal Emergency Management Agency Federal Emergency Management Agency Ready Campaign: ready.gov  81
DOJ National Institute of Justice National Institute of Justice: nij.gov  80
FTC Federal Trade Commission FTC OnGuardOnline: onguardonline.gov  79
DHS U.S. Citizenship and Immigration Services U.S. Citizenship and Immigration Services: uscis.gov/e-verify  79
HHS Agency for Healthcare Research & Quality

Agency for Healthcare Research and Quality: ahrq.gov

 78
DOS Bureau of Consular Affairs Bureau of Consular Affairs: travel.state.gov  78
NRC U.S. Nuclear Regulatory Commission U.S. Nuclear Regulatory Commission: nrc.gov  76
DOT Federal Aviation Administration Federal Aviation Administration: faa.gov  76
DOL Bureau of Labor Statistics Bureau of Labor Statistics: bls.gov  76
Courts Administrative Office of the U.S. Courts Administrative Office of the U.S. Courts: uscourts.gov  76
HHS U.S. Department of Health and Human Services HHS National Health Information Center: healthfinder.gov  76
DOS Bureau of Educational and Cultural Affairs Bureau of Educational and Cultural Affairs alumni: alumni.state.gov  76
USDA Economic Research Service ERS: ers.usda.gov  75
HHS Health Resources and Services Administration Health Resources and Services Administration: hrsa.gov  75
HHS National Institute of Allergy and Infectious Diseases, National Institutes of Health (NIH) National Institute of Allergy and Infectious Diseases: niaid.nih.gov  74
DOT Federal Highway Administration U.S. Department of Transportation: fhwa.dot.gov  73
Treasury Treasury and Housing & Urban Development Making Home Affordable: makinghomeaffordable.gov  73
HHS National Library of Medicine, National Institutes of Health (NIH) National Library of Medicine Clinical Trials: clinicaltrials.gov  73
DOS Department of State Department of State Blog: blogs.state.gov  72
DOI U.S. Geological Survey U.S. Geological Survey: usgs.gov  72
USDA Food Safety and Inspection Service FSIS: fsis.usda.gov  72
OPM Office of Personnel Management OPM Veterans Employment: fedshirevets.gov  68
DOC Bureau of Economic Analysis BEA: bea.gov  67
USDA Natural Resources Conservation Service NRCS: nrcs.usda.gov  67
FDIC Federal Deposit Insurance Corporation FDIC Applications: fdic.gov  66
Treasury Alcohol and Tobacco Tax and Trade Bureau USTTB : ttb.gov  66
SSA Social Security Administration Social Security Online-Frequently Asked Quesions:
ssa-custhelp.ssa.gov
 66
Treasury Office of Financial Stability Financial Stablility: financialstability.gov  66
DOD Military Health System TRICARE: tricare.mil  64
DOC U.S. Census Bureau U.S. Census Bureau: census.gov  62
DOT Department of Transportation Research and Innovation Technology Administration DOT Research and Innovative Technology Administration: rita.dot.gov  62
USDA Forest Service Forest Service: fs.usda.gov  61
HHS Grants Policy Committee Federal Grants: grants.gov  60
DOT Federal Motor Carrier Safety Administration Federal Motor Carrier Safety Administration: fmcsa.dot.gov  60
Portal/Department Main Site
HHS National Heart, Lung and Blood Institute, National Institutes of Health (NIH) National Heart, Lung and Blood Institute: nhlbi.nih.gov  87
HHS National Cancer Institute, National Institutes of Health (NIH) National Cancer Institute: cancer.gov  83
HHS Centers for Disease Control and Prevention CDC: cdc.gov  82
DHS U.S. Citizenship and Immigration Services U.S. Citizenship and Immigration Services Español: uscis.gov/portal/site/uscis-es  82
NASA National Aeronautics and Space Administration NASA: nasa.gov  81
DHS U.S. Citizenship and Immigration Services U.S. Citizenship and Immigration Services: uscis.gov  81
DOI National Park Service National Park Service: nps.gov  80
HHS National Institute of Dental and Craniofacial Research, National Institutes of Health, (NIH) National Institute of Dental and Craniofacial Research: nidcr.nih.gov  80
HHS National Institute of Arthritis and Musculoskeletal and Skin Diseases, National Institutes of Health (NIH) NIAMS: niams.nih.gov  79
DOJ Federal Bureau of Investigation FBI: fbi.gov  79
GAO Government Accountability Office GAO: gao.gov  77
HHS National Library of Medicine, National Institutes of Health (NIH) National Library of Medicine: nlm.nih.gov  77
GSA General Services Administration GSA: gsa.gov  77
DOD Department of Defense Department of Defense portal: defense.gov  76
NIST National Institute for Standards and Technology National Institute for Standards and Technology: nist.gov  75
SBA U.S. Small Business Administration SBA: sba.gov  74
PBGC U.S. Pension Benefit Guaranty Corporation U.S. PBGC: pbgc.gov  72
ITC U. S. International Trade Commission U.S. International Trade Commission: usitc.gov  72
HHS U.S. Food and Drug Administration U.S. Food and Drug Administration: fda.gov  71
FTC Federal Trade Commission FTC: ftc.gov  71
NARA National Archives & Records Administration NARA: archives.gov  71
DOS Department of State DOS: state.gov  71
EPA Environmental Protection Agency Environmental Protection Agency: epa.gov  70
VA Department of Veterans Affairs VA: va.gov and myhealth.va.gov  70
DHS Department of Homeland Security Department of Homeland Security: dhs.gov  69
FDIC Federal Deposit Insurance Corporation FDIC: fdic.gov  68
HHS Substance Abuse and Mental Health Services Administration SAMHSA: samhsa.gov  68
Treasury Internal Revenue Service IRS: irs.gov  67
SSA Social Security Administration Social Security Online: socialsecurity.gov  66
DOT Federal Railroad Administration Federal Railroad Administration: fra.dot.gov  64
Treasury Department of the Treasury Treasury: treasury.gov  64
DOL Office of Disability Employment Policy Disability: disability.gov  63
DHS Department of Homeland Security Federal Emergency Management Agency: fema.gov  61
Recruitment/Career
CIA Central Intelligence Agency CIA Recruitment: cia.gov/careers  82
DOS Department of State DOS Recruitment: careers.state.gov  82
DOL Department of Labor DOL Job Listings: doors.dol.gov  77
OPM Office of Personnel Management OPM Recruitment: usajobs.gov  73