Earlier last month, the folks at the American Customer Satisfaction Index released their latest data for airlines and fast food restaurants. And judging by the companies that came in last in each category, being the biggest doesn't make you any better.
In last year's airline index, Delta was ranked fifth out of the seven major airlines on the list. But its acquisition of last year's worst airline, Northwest, didn't do its index score any favors. Delta's customer satisfaction index dropped a whopping 9.7% from last year. And since ACSI began keeping score in 1995, Delta has sunk an amazing 27.3%. In its heyday, Big D was second only to Southwest on the index.
How can a company continue to treat their paying customers with such contempt?