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Topic - American Customer Satisfaction Index (ACSI)

American Customer Satisfaction Index
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Guest Satisfaction in the Lodging Industry Bounces Back for a Second Straight Year, ACSI Data Shows

Satisfaction across airlines, lodging, car rentals, and online travel agencies climbs again, returning to prepandemic levels, according to the American Customer Satisfaction Index (ACSI) Travel Study 2023-2024. The airline industry stands out, hitting an all-time customer satisfaction high of 77 after a second straight 1% year-over year improvement.

American Customer Satisfaction Index (ACSI)
Infographic - American Customer Satisfaction Index (ACSI)

While Hotels Hit Worst Mark in More Than a Decade, Customer Satisfaction with Airlines Soars

According to the American Customer Satisfaction Index Travel Report 2020-2021, only airlines keep customer satisfaction moving in a positive direction. The car rental industry holds steady, yet guest satisfaction for hotels heads south, as almost every major chain experiences ACSI losses. Satisfaction with online travel agencies sinks to an all-time low.

American Customer Satisfaction Index (ACSI)

Hilton, Hyatt and Marriott Top Hotel Category in American Customer Satisfaction Index

Passenger satisfaction lifts 2.9 percent for airlines, historically one of the lowest-scoring categories tracked by the American Customer Satisfaction Index (ACSI). Airlines reach an ACSI benchmark of 71 on a scale of 0 to 100 for 2015—approaching the category’s peak score of 72 in 1994. Nevertheless, airlines remain among ACSI’s bottom four categories, ahead of only Internet service providers, subscription television and health insurance.