Customer satisfaction report: FedEx, UPS, USPS
Southern Co. had a top score in customer satisfaction in its industry, while Delta Air Lines Inc. has some work to do, according to the American Customer Satisfaction Index produced by the University of Michigan.
The ACSI report, released Tuesday, ranked Southern Co. the parent company of Alabama Power, higher than any other American electric utility company in terms of customer satisfaction with a score of 82 out of 100, which is up 2.5 percent from 2006.
But the report put Delta in second-to-last place in the airline industry, with a score of 59. To put that into perspective, the Internal Revenue Service scored a 62. And only United Airlines scored worse among the major carriers.
The report noted Delta’s score has been steadily falling since 2003 and is down almost 8 percent from last year.
United Parcel Service Inc. scored an 81, losing to FedEx’s 84 but beating the U.S. Postal Service’s score of 77. UPS’ score in 2006 was 83.
AT&T’s wireless division (formerly Cingular Wireless) netted a 68 on the ACSI report, which marks an 8 percent increase over its 2006 score. The score puts AT&T at the industry average, but still trailing T-Mobile and Verizon in terms of customer satisfaction.
Cox Communications was in the middle of the cable television industry with a score of 63. DirecTV and Echostar both scored 67, while Comcast and Charter both scored 56.