These Are the Companies With the Lowest Satisfaction Rating
- Posted on October 13, 2011 at 6:00pm by
Becket Adams
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According to the American Customer Satisfaction Index, which provides fairly accurate survey-based ratings, the following companies have the lowest customer satisfaction ratings.
Not surprisingly, the majority of the poorly rated companies are airlines (you’ll rarely hear someone talk about the wonderful time they had idling on the tarmac or being fondled by the TSA).
“These are not terribly competitive industries, as the switching barriers for most of them are quite high,” David VanAmburg of ACSI told Business Insider. “In other industries, like the food or clothing sector, the competition is huge. They bend over backwards to make customers happy, because they have to.”
In other words, most of the companies on this list have consumers over a barrel and they know it.
“Generally speaking, manufacturing companies have a much easier time to quality control their products,” VanAmburg said. “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 include big banks, legacy airlines and utilities.
They also tend to be large companies: “When a company grows, there is a tendency to lose customer focus” VanAmburg concluded.
Here are some of the lousiest companies out there as researched and compiled by Business Insider:
Bank of America
Satisfaction rating: 68/100
Bank of America announced recently that they would start charging $5 for debit accounts. The announcement has been met with harsh criticism from existing customers and even Sen. Dick Durbin (D-Ill) took to the Senate floor to advise customers to “get the heck out of that bank.”
The bank is America’s largest mortgage service provider and the slowest to respond to clients, according to Treasury reports.
The bank is ranked 28 out of 30 — the second lowest rated — in American Banker‘s second annual survey of bank reputation.
Dish Network
Satisfaction rating: 67/100
Common complaints include incorrect billing and bad customer service. One consumer complained that she was denied a refund after accidentally overpaying a bill, reports Business Insider.
In 2009, Dish Network paid nearly $6 million to settle allegations that the company practiced misleading consumer marketing and lacked full disclosure when dealing with costs and fees. The agreement was made between Dish Network and 46 attorneys general.
JPMorgan Chase
Satisfaction rating: 67/100
Common complaints include interest rates as high as 11 percent, according to consumers. The giant bank has also been accused of charging absurdly high overdraft fees.
The company’s consumer rating has steadily decreased since 2007, as costumers perceive the bank to be more impersonal with growth, according to ACSI.
Tell us how you really feel.
AT&T Mobility
Satisfaction rating: 66/100
Common complaints include dropped calls — especially in New York City, San Francisco, and other major metropolitan areas — and limited coverage.
.
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Facebook
Satisfaction rating: 64/100
A common complaint includes user’s privacy and personal information protection. Social networkers worry about privacy and sometimes complain when Facebook introduces new features, like the news feed. Also, consumers are not happy with Facebook’s constant interface changes.
However, it should be pointed out that as a free service, it doesn’t seem that Facebook should rank next to other companies that fail to give customers their moneys worth. Nevertheless, Facebook users have made their feeling clear on the issue.
American Airlines
Satisfaction rating: 63/100
Common complaints include baggage fees and service cutbacks, as with most airlines.
One shouldn’t be surprised that many of the worst rated companies in America are airlines. As mentioned in the above, they have become notorious not just for poor service, but for poor service at a high price.
United Airlines
Satisfaction rating: 61/100
Common complaints include flight delays and baggage fees. A recent unexplainable computer glitch resulted in the airline canceling 31 flights and delaying 105 more. Overweight bags could cost passengers $100-$200 apiece. Service cutbacks, as with most airlines, are a major concern for consumers.
The merger between United Airlines and Continental might have influenced the bad score of the company in consumer satisfaction. According to ACSI, a big merger in service companies usually has a negative impact on customer services in the short-term, because of organization issues.
US Airways
Satisfaction rating: 61/100
Common complaints include low-ratings for cabin-crew service, baggage fees and baggage handling, a lack of entertainment options and poor communication regarding delays. The company is currently censured by the Department of Transportation for its lack of communication with travelers.
In June 2011, the airline carrier paid $45,000 in fines for failing to include the law-required applicable taxes and fees on the same page as a print advertisement on air fare.
US Airways has recently launched a new program to encourage on-time arrivals, fewer filed complaints and an improved overall performance. In May 2011, the company announced cash bonuses would be awarded to workers with the fewest bag mishandling.
Comcast
Satisfaction rating: 59/100
Complaints include poor communication of upgrade and billing changes, lost channels for customers who didn’t upgrade to digital box or digital-ready TV, long waiting time for technicians, and price hikes.
ASCI lists Comcast as a cable company (59/100) and a telephone company (69/100). In both cases it scores among the worst.
Time Warner
Satisfaction rating: 59/100
Time Warner has been a public relations disaster for at least a decade. Blunders include usage caps, fees increasing each year faster than inflation and fraudulent business acts and bad services.
In June 2011, a lawsuit was filed against Time Warner for refusing to make closed captioning available on CNN’s online videos after being notified by disgruntled consumers.
Oh yeah, they also accidentally aired pornography on children’s channels.
For a long time, cable companies in general lacked incentives to improve their customer satisfaction, as they enjoyed sole franchise agreements in many cities. With competition from satellite companies, they are being forced to address service issues — but they have a ways to go.
Delta
Satisfaction rating: 56/100
Complaints include additional costs for food, beverages and baggage fees. The airline collected more than $952 million in baggage fees from flyers in 2010, almost twice as much as any other airline carrier.
Since acquiring Northwest airlines in 2008, Delta’s consumer satisfaction score has plunged.
(H/T Business Insider)
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Cosmos102
Posted on October 16, 2011 at 11:16pmDish Network sucks. Directv is the best. We have Time Warner now because we have since moved to the city and need high speed internet. Their programming is not as good as the options you will receive from Directv, but as far as internet goes, Time Warner is the fastest where I live. Not without problems, mind you, but faster than satellite. I would NEVER bank with BOA. What are you people thinking??? Pick a local bank instead.
Report Post »Bronco II
Posted on October 15, 2011 at 7:27pmThey don‘t have me over anything I don’t use any of them.I did have DIRECT for over five years and they were great.When the 2005 hurricanes came thru I never lost my satlelight until the power went out and maybe a few minutes from a hard rain and wind other then that when the time comes and I can afford it I will remain loyal to DIRECT I still have their dish on my house and all the recievers the only reason I did away with it was due to economic reasons called no work at the time thanks to the Marxist and his ilk for destroying jobs.
Report Post »sgtstubbs
Posted on October 15, 2011 at 3:35pmI have used Direct tv for about 11 years with very little outage even during Katerina….
Report Post »BobtheMoron
Posted on October 14, 2011 at 8:51pmWould dump Comcast cable service except need high speed internet and phone. Cost without cable $85, cost with cable $90. I figure that I might just get my five dollars worth, if I keep the cable.
Report Post »gbrittain
Posted on October 14, 2011 at 7:29pmYou overlooked Verizon with a (very deserved) satisfaction rating of 02/100.
Report Post »FloridaBorne
Posted on October 14, 2011 at 6:10pmI have Dish because it’s the best of the worst. I have to use American, Delta and United airlines because they fly out of the smaller airport I live near. I agree with everything others have complained about regarding these companies.
Regarding Dish, I find it reprehensible that the packages they offer have Spanish channels. I don’t use them, I don’t want them and am incensed that they would do this. When you complain they basically say, “Oh, well…so what?”
Report Post »the hawk
Posted on October 14, 2011 at 6:17pmI have Dish because it’s the best of the worst. me 2 what u gonna do ?
Report Post »Link8on
Posted on October 14, 2011 at 10:52pmI was able to consolidate milage and get 2 trips after NWA and Delta merged. Still have about 40K miles
w them, and did not notice too much of a service detraction from the 90′s. The main loss was baggage fees. My 1 recent experience with Delta may not be a big enough sample set.
Most of the miles came from switching between AT&T and MCI back then, and this combined airline only recently forced milage expirations if you do not fly with them for over 36 months.
United lost my luggage and never got it back in 1999. Occasional flights since have not been bad, but I really wanted that luggage back. My FF miles here have already expired.
American expires your miles on each trip after 18 months. At least Delta resets the expiration clock on all of your miles after a new trip.
Southwest trip legs expire in the same manner as American, but service is so much better with SW that my wife and I fly frequently there, We got a $55 / yr credit card for the extra 8 credit legs to qualify for a recent milage trip. $ 0 baggage fees.
We also pursue quality on line shopping to save on road travel expenses
Report Post »http://www.eplaza.mychoices.biz
trench99
Posted on October 14, 2011 at 6:10pmI had BOA about 10-12 years ago, their ATMs would not allow me to get my money out saying I had 0.00 nevermind my actual balance, they constantly bounced my checks I would bring in my online statements & receipts then they would credit me back, this became so regular it was an ordeal so I got rid of them. They also gave out my banking info to someone not on the account, allowed them to make changes to the account, then froze my account. Of course they remedied it all once I became aware, but it was too much. They suck!
Report Post »SouthernFlaGirl53
Posted on October 14, 2011 at 4:58pmDirecTv is the worst right behind Bank of AMERICA of course.DTV charged m y credit card $527 for breaking the contract early, (no matter the reason…) and BoA wouldn’t hear of my complaints of the unauthorized charges!!! Theives I tell you!If the American guberment can break a contract for no good reason, than go can I!!!!!
Report Post »ScaredemwithLogic
Posted on October 14, 2011 at 4:50pmSo the dude screaming that the bank took his parents home, believes because both his parents have masters degrees and so forth, they deserve the home? my uneducated butt can understand the difference between a fixed and adjustable rate mortgage, and the consequences for not paying the bills when they come due. No soup for YOU!!
Report Post »Uriel
Posted on October 14, 2011 at 2:59pmAnd what do all of these companies all have in common? Monopoly Power.
In Facebook’s case, it is an actual monopoly because it has no sizeable competition. It may someday face anti-trust suits.
In the case of the banks, monopoly power comes from the ability to remain in business without being subject to competition because they have been backed by taxpayer money because they’re “too big to fail”.
In the case of utilities, it’s local/regional monopolies established and enforced by law.
Just like the board game ‘Monopoly’, once a monopoly winner has emerged the game is over. In this case, the “game” is the free market economy. It’s not a market failure, it’s actually a market success — someone has won the game. But, if the game is not re-started once a winner has emerged, then you’re no longer playing the “free-market” game, you’re playing the “plutocracy” game, or (potentially) the “fascism/communism” game. The absence of competition is the absence of a Free Market.
Report Post »Squ33
Posted on October 14, 2011 at 3:47pmThis just proves that Monopolies cannot maintain their existence unless the government helps them. True Capitalist theory proves it. All that is needed is competition. So start removing government regulation!!!
Report Post »Link8on
Posted on October 14, 2011 at 11:17pmLike the Unions that got the Feds to crack down on Gibson Guitars (non-U).
Report Post »RestoreCapitalism
Posted on October 14, 2011 at 10:17amI am also a witness that Dish Network and Comcast are the bottom of the barrel.
Report Post »Squ33
Posted on October 14, 2011 at 3:48pmI actually just moved from Dish Network to Netflix. Best financial move I ever made :)
Report Post »Gary747
Posted on October 14, 2011 at 9:33amBank of America?? I have direct deposit, so they provide to me free checking, free savings (into which they pay ME a small amount of interest), free online banking (the best out there), and free bill pay. The upcoming $5/month Debit Card Fee will only be charged if I use that card at businesses for purchases, so even my ATM access will remain free. I don’t know why they even have me as a customer!
As for electronic purchases, I buy EVERYTHING with my NRA sponsored VISA Rewards Card, issued by anouther bank. This not only supports the NRA, but builds up points that I use for cash to help pay that VISA Card balance. Since I pay the balance off every month, this card is free to me, and in fact, they are actually paying me points to use it!
Life is good.
Here’s the problem. BofA is the largest mortgage holder in the US. In the early 1990′s, people would go to BofA for a home loan, the bank would check their credit, and tell many people “No”. These people complained until the US Government (Democrats) forced BofA to relax their loan standards so more unqualified people could get loans. Backed by Freddie Mac and Fannie May and with Mortgage Insurance backed by the taxpayers, BofA (and many others) made these high risk loans. Over time, people defaulted on these loans and Freddie Mac and Fanny May ran out of money they promised to back the loans with. Government interference causes all problems! There’s lots more, but I’m running out of space to type.
Report Post »HADEN0UGH
Posted on October 14, 2011 at 9:01amI’ve had nothing but good things to say about Dish Network. Was actually surprised to see them on the list.
Report Post »dizzyinthedark
Posted on October 14, 2011 at 7:26amFlorida Utilities Commission and Florida Power and Light breaking the law by ignoring customers complaints about Smart Meters going on homes!!! This program is an invasion of privacy (4th Amendment), we do not have to comply, only Federal buildings must comply to these cancer-causing devices. Stop the Smart Meters!!!
Report Post »amerbur
Posted on October 14, 2011 at 12:55amAdd any company that forces people to go through an endless hell of button pushing, with impersonal computer generated voices in order to get assistance. I will not even do business with such a company. My favorite company, with excellent customer service is Geiko. I wish other companies, especially local utility services, would learn from the good ones.
Report Post »COFemale
Posted on October 14, 2011 at 12:52amI have AT&T wireless for my phone service and I have not had any problems or dropped calls. I could see dropped calls in New York with all the buildings; you need open areas for good service. Here in Colorado we have wide open spaces. San Francisco, probably all the smog blocks the wireless signal.
Report Post »Rowgue
Posted on October 14, 2011 at 12:34amI can definately vouch for AT&T and Dish network being craptastic. Not only do they both have the crappiest customer service I’ve ever seen, but they try to trick you into paying for the crappy customer service. And they both tried to scam me by billing me at a different rate than what was on the contract I signed. I had to call them every single month for the length of the contract telling them that they overbilled me AGAIN and demand a refund. Then the next month they overbill me again. It‘s obviously something they do intentionally to scam easy money from the people that aren’t paying attention.
I would never touch either of those companies again with a ten foot pole.
Report Post »DetritusScreener
Posted on October 14, 2011 at 4:41amI had the same experience with AT&T and will never use them or recommend them to anyone again. I even paid had to pay the same bill three separate times to resolve an issue with them and get away from them.
Report Post »Old Vermonter
Posted on October 14, 2011 at 7:12amI agree about Dishnet. I got rid of them as soon as the contract was up and since we didn’t have cable on our road we went with DirecTV. Absolutely no problems with service. They were there the next day and he didn’t leave until we were satisfied.
Report Post »auntbea76
Posted on October 13, 2011 at 11:47pmThat pretty much matches the experience I have had with some of those companies. Now I avoid them.
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