Wow, a USA
Today article about today’s ACSI report shows that customer satisfaction
with airlines is at its lowest level since 2001. Of course, if you have flown
anywhere recently, that probably doesn’t surprise you. Our local Detroit carrier, Northwest, dropped 6.6% this year!
Today’s
ACSI scores also reported on hotels, restaurants (full-service and fast
food), cable and satellite, telecom, utilities, and healthcare. These are all
offline scores, but the web can have a huge impact on offline behaviors, and the web is what we focus on. In
fact, we see that usually websites have higher customer sat than call centers
and brick and mortar locations because they are convenient and the service
quality is more consistent. So if you’re in one of these perennially
low-scoring industries (airlines, cable, satellite, etc), you could be
well-served to monitor customer sat on your website just so you can show
management how much better the online channel performs. It can be a great way
to justify investment in your website and to show the value of what you and
your team are providing to overall operations.
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