Fornell

"Airline mergers typically have a destructive effect on passenger satisfaction," said Claes Fornell , founder of the ASCI, which grew out of the University of Michigan's Ross School of Business and is produced by ASCI LLC.

Airlines' Consumer Rating Falls Further Susan Carey 2011

Passengers who pay for checked luggage are much less satisfied—with a score of 58—compared with 68 for those who don't, Mr. Fornell said.

Airlines' Consumer Rating Falls Further Susan Carey 2011

"Airline mergers typically have a destructive effect on passenger satisfaction," said Claes Fornell , founder of the ASCI, which grew out of the University of Michigan's Ross School of Business and is produced by ASCI LLC.

Airlines' Consumer Rating Falls Further Susan Carey 2011

Passengers who pay for checked luggage are much less satisfied—with a score of 58—compared with 68 for those who don't, Mr. Fornell said.

Airlines' Consumer Rating Falls Further Susan Carey 2011

"Airline mergers typically have a destructive effect on passenger satisfaction," said Claes Fornell , founder of the ASCI, which grew out of the University of Michigan's Ross School of Business and is produced by ASCI LLC.

Airlines' Consumer Rating Falls Further Susan Carey 2011

Passengers who pay for checked luggage are much less satisfied—with a score of 58—compared with 68 for those who don't, Mr. Fornell said.

Airlines' Consumer Rating Falls Further Susan Carey 2011

"They have to experience the misery more frequently," says Claes Fornell , founder of the American Consumer Satisfaction Index.

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Fornell says that the broad increase in customer satisfaction ratings for wireless services showed that the industry had greatly matured over the past three years and had become a focal point for telecom companies looking to secure their future share in the marketplace.

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Fornell also observed a continued problem for the industry, tech support: "Owners who had reason to contact customer care or technical help lines were 8% less satisfied than those who had no post-purchase contact with the manufacturer or retailer."

Latest ACSI survey shows PC vendors doing better but still trailing Apple 2010

Fornell also observed a continued problem for the industry, tech support: "Owners who had reason to contact customer care or technical help lines were 8% less satisfied than those who had no post-purchase contact with the manufacturer or retailer."

Latest ACSI survey shows PC vendors doing better but still trailing Apple 2010