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Topic - American Customer Satisfaction Index

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
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ACSI Reports Hotel Guest Satisfaction Is Up 2.7 Percent

According to the American Customer Satisfaction Index’s new travel report, guest satisfaction with hotels is up 2.7 percent to an ACSI score of 76, driven by gains for smaller hotels and B&Bs. With the rise of online hospitality brokers like Airbnb, travelers have more choices than ever before, forcing hotel operators to compete on both price and customer service.