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Rating the Airline Industry

May 28, 2000

The airline industry ranks lower than many in customer satisfaction, and the score has been falling, an annual survey indicates.

Average customer satisfaction scores, 2000 (on 100-point scale)

Scheduled airlines ............63

TV broadcasting ...............64

Newspapers ....................68

Motion pictures ...............68

Hospitals .....................69

Hotels ........................72

U.S. Postal Service ...........72

Telecommunications ............72

Electric utilities ............75

Airline industry

Average customer satisfaction scores, 1995-2000

1995.....69

1996.....69

1997.....67

1998.....65

1999.....63

2000.....63

Source: American Customer Satisfaction Index. Based on 50,000-plus interviews with customers of 164 companies and 30 government agencies.

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