Can't Get No . . . Satisfaction

According to the 2007 American Customer Satisfaction Index, customers are increasingly satisfied with the hospital, Internet brokerage, and Internet retailing industries. But they're increasingly dissatisfied with the airline, hotel, gas station, TV news, and land-line phone industries.

Over the years, satisfaction scores for breweries, pet food, and personal care/cleaning products have barely budged. Scores for the U.S. Postal Service have gone up, however! And last year's satisfaction scores for airlines were not pretty, which is hardly surprising. Take a quick look at the ACSI chart, which should be required reading for every marketer.