Customer Satisfaction – Airlines Worse than IRS, Better than Facebook

You may already know that when it comes to customer satisfaction, the airlines rank right alongside “waiting for the cable guy”.

Airlines vs. Cable TV: Tie

Both the airlines and subscription TV services earned an overall score of 66 out of 100 from the respected 2010 American Customer Satisfaction Index (ACSI).

Airlines vs. Airlines: Southwest Wins

Individually, the airline consumers found “most satisfying” was Southwest, which scored a 79, followed by Continental with 71; the rest scored in the 60’s. United was in last place with a dismal score of 60, but that’s actually a significant improvement over last year.

Improve Your Satisfaction – Find a Good Airline Deal Right Now

Airlines vs. Facebook: Win for Airlines

The big surprise was in the new “social media” rankings, which ranked Facebook below the airlines with a score of 64 (the report did not rank Twitter). According to an ACSI spokesperson, the problems seems to do with privacy concerns and changes made to the Facebook website.

Airlines vs. IRS: Win for IRS

People who filed tax returns electronically ranked their satisfaction level at 79 – much higher than the airlines overall score of 66, though to be fair, those who filed paper tax returns scored their satisfaction at just 55.

Airlines vs. Beer: Do We Really Have to Tell You Who Won?

Americans are pretty darned satisfied with their breweries – that industry scored an overall 84, and the king of beers was, of course, Anheuser-Busch, which scored 85. And just for the record, people were more satisfied with cigarettes than airlines – with cigarettes scoring a 72 compared to the airlines 66.

Satisfaction Roundup: Airlines vs. Various Industries and Products

Let’s review – and see where the airlines fit in. Please tell us if you agree or disagree, and why.

  • Breweries – 84
  • Express Delivery – 83
  • IRS efiling – 79
  • Cigarettes – 72
  • US Postal Service – 71
  • Cable TV – 66
  • Airlines – 66
  • Facebook – 64


Published: July 20, 2010