Consumers to Newspapers: We like the airlines better
In countless debates with news veterans I am always reminded of how consumers go to newspapers because they trust them and have a relationship with them. Well that relationship is on the rocks these days. In fact, as Jon Fine discovers, consumers are less satisfied with newspapers than they are with the airlines or cell phone companies.
In the first quarter of '09, newspaper customers’ satisfaction rating was 63. To put this in some perspective, those surveyed expressed a greater deal of satisfaction with airlines (airlines!) which scored 64. And cell phone providers (cell phone providers?) which score a 69.
(The most-satisfactory segment, per the survey? Full-service restaurants, which notched an ACSI rating of 84. Comfort food and comfort rituals for uncomfortable times.)
That’s bad enough, but what’s worse is how badly newspapers’ ACSI score has slipped since the surveys began plumbing consumer sentiment. It’s off 12.5% since the survey's debut in 1994.
This marks the steepest “satisfaction” drop of any industry in this quarter's survey.