The Quarterly Quality Report
An ASQ Analysis of Quality & Customer Satisfaction With
Utilities, Transportation, Information, Hospitals,
and Accommodation & Food Services
Table 1
ACSI Overall Perceived Quality
| |
|
Q1 '05 |
% Change from last year |
Q1 Yr1 |
% Change from 1st year |
NATIONAL QUALITY INDEX
(all industries)
|
79.5 |
78.4 |
1.4 |
80.0 |
(0.6) |
|
|
|
|
|
|
UTILITIES |
80.1 |
80.4 |
(0.4) |
83.0 |
(3.5) |
Energy Utilities |
80 |
80 |
0.0 |
83 |
(3.6) |
|
|
|
|
|
|
TRANSPORTATION |
76.6 |
77.0 |
(0.5) |
82.0 |
(6.6) |
Airlines |
69 |
69 |
0.0 |
75 |
(8.0) |
USPS |
76 |
77 |
(1.3) |
79 |
(3.8) |
Express Delivery |
87 |
87 |
0.0 |
88 |
(1.1) |
|
|
|
|
|
|
INFORMATION |
74.9 |
72.0 |
4.0 |
82.0 |
(8.7) |
Fixed Line Telephone |
78 |
77 |
n/a |
n/a |
n/a |
Wireless Service |
71 |
68 |
4.4 |
69 |
2.9 |
Cellular Phones |
77 |
77 |
0.0 |
77 |
0.0 |
Cable & Satellite TV |
71 |
71 |
0.0 |
69 |
2.9 |
| |
|
|
|
|
|
HOSPITALS |
81.0 |
78.0 |
3.8 |
80.0 |
1.3 |
|
|
|
|
|
|
ACCOMMODATION & FOOD SERVICES |
79.2 |
78.0 |
1.5 |
n/a |
n/a |
Hotels |
82 |
81 |
1.2 |
81 |
1.2 |
| Limited-Service Restaurants |
75 |
73 |
2.7 |
72 |
4.2 |
