Author Archives: Todd Hollander

Consumer complaints about airline service soared 107 percent in July, the highest level reported for that month in five years. The U.S. Department of Transportation fielded 1,717 complaints in July, up from 831 in July 2006, according to the agency’s … Continue reading →

According to the J.D. Power and Associates 2007 Primary Mortgage Servicer StudySM, BB&T (Branch Banking and Trust) ranks highest in overall customer satisfaction with a score of 860 on a 1,000-point scale. M & T Mortgage follows in the rankings … Continue reading →

If your company overemphasizes reactive approaches to customer satisfaction and habitually addresses customer service problems as they arise instead of taking proactive measures to prevent them, you may be engaged in a risky business. This is the conclusion of a … Continue reading →

With four models topping the rankings for their vehicle segments in an annual J.D. Power and Associates customer satisfaction survey of U.S. drivers, Honda Motor Company outperformed all other automakers. Honda’s newly redesigned CR-V small crossover sport utility vehicle, Ridgeline … Continue reading →

The United States Postal Service recently launched an online customer satisfaction survey by printing a survey link (http://gx.gallup.com/pos) at the bottom of customer sales receipts. The stated purpose of the survey is “to help us improve postal service in your … Continue reading →

Survey results published in the July 2007 issue of Consumer Reports reveal that compared to other industries, the airline industry’s average satisfaction score of 72 on a 100-point scale is better only than such perennials of customer dissatisfaction as wireless … Continue reading →

The July 2007 issue of Consumer Reports includes customer satisfaction ratings for 48 major hotel chains. The survey, based on Consumer Reports National Research Center’s 2006 Annual Questionnaire, included ratings from almost 35,000 subscribers who spent more than 139,000 nights … Continue reading →