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American Airlines Rated the 8th Most Hated Company in America - cbl
Posted October 14, 2011
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By Bill Murphy
FORT WORTH, Texas -- Pepco, the electric utility in the national capital region, is the most hated American company, according to the American Customer Satisfaction Index published in Business Insider.
The Ann Arbor, Mich.-based ACSI regularly surveys customer satisfaction across the country and updates its rankings every quarter. The national index factors in scores from more than 225 companies in 47 industries; two local government services; and over 200 programs, services, and websites offered by 130 federal agencies.
"Generally speaking, manufacturing companies have a much easier time to quality control their products," ACSI's David VanAmburg told Business Insider, a business news website. "In terms of purchase and consumption, you're going to get much higher ratings than an airline company where there's a greater chance that something can go wrong."
The worst companies on the list include big banks - Charlotte, N.C.-based Bank of America at 18th spot - and legacy airlines - Delta Air Lines Inc. (NYSE: DAL) at No. 2 and Fort Worth, Texas-based American Airlines, a unit of AMR Corp. (NYSE: AMR) at No. 8.
Here's a snapshot of what Business Insider said about the four companies on citybizlist's radar:
#1. Pepco
The utility received a score of 54 percent on the ASCI satisfaction rating. Its poor service resulted in the adoption of the "Pepco bill," in March "requiring the state's Public Service Commission to hold electric providers accountable for service quality standards," the online business news site pointed out. Pepco's rating reportedly declined a shocking 16 points from last year. Also, the "average Pepco customer experienced 70 percent more outages than customers of other big city utilities that took part in one 2009 survey, and the lights stayed out more than twice as long. The unreliable services," it added.
A subsidiary of Pepco Holdings Inc., Pepco serves 778,000 residential and commercial customers in Washington, D.C., and Montgomery and Prince George's counties in Maryland.
#2. Delta
The Atlanta-headquartered airline scored 56 percent on the satisfaction rating. Complaints included additional costs for food, beverages and baggage fees, as the airline collected more than $952 million in baggage fees from flyers in 2010, almost twice as much as any other airline carrier, Business Insider said.
#8. American Airlines
The nation's largest airline had a satisfaction rating of 63 percent, unchanged since last year. Common complaints include baggage fees and service cutbacks.
#18. Bank of America
With a satisfaction rating of 68 percent, the bank is ranked 28th out of 30 banks, the second lowest rated in American Banker's second annual survey of bank reputation. Bank of America recently said it would begin charging $5 for debit accounts, a move that has invited the wrath of customers.
Sen. Dick Durbin (D-Ill) even stood on the Senate floor advising customers to "get the heck out of that bank," Business Insider said.
Read it on Business Insider: (use appropriately for each city)
Bank of America
American Airlines
Pepco
Delta
Also at citybizlist, see:
Delta Wins Top Airline Honors from Business Travel News Survey
American Airlines Ranks No. 11 on 2011 InformationWeek 500
Pepco Energy Expands to Texas with New Dallas-Fort Worth Office
Why Bother Trying To Value Bank Of America?
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