Customer satisfaction Articles

Travelers Say: For Friendly Skies, Don't Pick a U.S. Airline

The major surveys on air travelers' customer satisfaction are out, and even in a business known for delays, bad food and uncomfortable seats, U.S. carriers performed horribly.

The 10 Most Hated Companies in America

Botched product launches, plunging stock values, massive layoffs, unhappy workers and poor customer service: These are just some of the woes that can win a business a spot on the 24/7 Wall St. list of the 10 most hated companies in America.

AmEx: Still America's Favorite Credit Card

American Express remains the most beloved credit card issuer in the country. For the sixth year in a row, the card issuer has taken first place for customer satisfaction, according to a survey of nearly 14,000 credit card customers conducted by J.D. Power and Associates.

Money, We Need to Talk: Investors Demand More Broker Contact

Good communication is key in determining how pleased clients are with their brokers, and there has been a dip in satisfaction. But its not because advisers are communicating less with their clients than they did before the recession. Actually, it's quite the opposite.

The High Price of Bad Customer Service

The power of customer satisfaction is on the rise, as sites like Angie's List and Yelp grow ever more popular. According to a recent survey, 70% of Americans are willing to spend an average of 13% more with companies that provide "excellent" customer service. That's up significantly from 2010.

Southwest Remains No. 1 for Airline Customer Service

The American Customer Satisfaction Index's annual report on airlines showed Southwest still on top of the rankings, and far ahead of No. 2 Continental. Southwest even improved its score, a rare bright spot in an industry that came in last overall in customer satisfaction among those the ACSI rates.

While Airlines Are Profiting Again, Fliers Are Suffering

Of all the industries that have achieved record profits recently, none have posted more remarkable results than the airline industry. For the first time in a decade, the industry is on a glide path to profitability -- but it's getting there by squeezing its customers.

Kevin Smith's Latest Airline Complaint Stings Virgin America

First, the film director was removed from a Southwest Airlines flight for being too portly. Now, a Virgin America gate attendent refused to allow Smith and his companions to board a jet, even though there were still minutes before its jetway was closed.