The latest American Customer Satisfaction Survey by the University of Michigan will come as a pleasant surprise for the IRS. It shows that the public now loathes it less than they do America's airlines. In the results just announced, the airline industry received a customer satisfaction rating of 63, continuing its steady twelve-year decline. The IRS, on the other hand, received a 65 from individual taxpayers.I suspect the difference is that the IRS frisks us electronically, lets us keep our nail files, and even its worst berths in Leavenworth include a little elbow room and access to a toilet. The IRS doesn't care if, after they've fleeced us, we stand up and shout in pain. Try that on a Sarcophagus Airlines flight and you'll end up at the bottom of an air marshal pile.
Contrary to the common assumption that customer service is passé, some industries actually have seen a gradual improvement in their customer satisfaction ratings. The accommodations and food services sector has climbed over 5% in the past 10 years, to 75.7. Among fast food chains, Wendy's Int'l (NYSE:WEN) leads with a score of 78, while McDonald's (NYSE:MCD) comes up last at 64.
Fixed line telephone companies have dropped steadily (duh). At 70, they are on a collision course with cellular providers riding a two-year climb to 68. Unfortunately, that collision will take place at the 'Sucks' level.
Other interesting factoids: Within the airline sector, Southwest (NYSE:LUV) leads the pack at 76, while United (NASDAQ:UAUA) and Delta (NYSE:DAL) failed to reach 60. Fedex (NYSE:FDX), at 84, and United Parcel (NYSE:UPS), 81, lead the USPS (77) for parcel delivery. Verizon (NYSE:VZ) leads the cellular segment, with Sprint Nextel (NYSE:S) last.
The narrowness of the results (rare is a 10% spread between best and worst,) suggests either service tends toward the lowest common denominator, or customers don't recognize better service when they experience it.
I'm also disappointed to see that Wendy's superior service and McDonald's lack of same don't seem to correlate more to the corporation's fortunes.
Other interesting factoids: Within the airline sector, Southwest (NYSE:LUV) leads the pack at 76, while United (NASDAQ:UAUA) and Delta (NYSE:DAL) failed to reach 60. Fedex (NYSE:FDX), at 84, and United Parcel (NYSE:UPS), 81, lead the USPS (77) for parcel delivery. Verizon (NYSE:VZ) leads the cellular segment, with Sprint Nextel (NYSE:S) last.
The narrowness of the results (rare is a 10% spread between best and worst,) suggests either service tends toward the lowest common denominator, or customers don't recognize better service when they experience it.
I'm also disappointed to see that Wendy's superior service and McDonald's lack of same don't seem to correlate more to the corporation's fortunes.
Is there a Bernie Madoff in your portfolio?
New McDonald's to include recharging stations for electric cars
Cramer on BloggingStocks: Dirty manipulation 
Reader Comments (Page 1 of 1)
6-12-2007 @ 2:39PM
Keyman0614 said...
I urge everyone to avoid US AIR. In my opinion they care very little about their customers and consequently this will result in loss of stock. In a three day period, they were late with 3 flights and the only one on-time this century was the last connecting flight. It's time stock holders start holding out for better service, which in turn will lead to better profitability. It amazes me, their CEO has time to attempt a take over of Delta, while his business continues to anger customers.
6-12-2007 @ 4:11PM
Lisa said...
That's a HOOT! The IRS rating higher than airlines in customer service? I'm not surprised. My chief complaint with the airlines lately is flight attendants. Who died and made them the Nazi Prison Wardens of the airways?
Don't even THINK about having to go pee during a flight. Don't wear a T-shirt with ANYTHING written on it, because an attendant might take offense and have you ejected. Don't cough, because some idiot attendant will be convinced you have smallpox or anthrax. Don't vomit, even though they provide airsick bags in seat pockets, because THAT could be a terrorist germ, too. Don't put your head in someone else's lap unless you are under 3 years of age. Don't pray in any language other than English, and it had BETTER be a CHRISTIAN prayer. Don't cover yourself with a blanket during take-off or landing, even if you are freezing.
Oh--and don't have your act TOO together, with only ONE carry on bag (per instructions), and that carry on bag small enough for you to handle easily. Being organized and efficient is another sign that you must be a terrorist.
The only flight attendants I've found tolerable recently are those on Virgin Airways. They can cope with a plane full of happily drunk UK residents going on holidays or returning from them.