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3 On Your Side: Index Rates Airline, Hotel & Restaurant Satisfaction

By: Jim Donovan

PHILADELPHIA (CBS) — When it comes to providing great service, let’s face it, some companies do far better than others in meeting customer expectations. So which companies are doing things right?

When it comes to flying the American Customer Satisfaction Index finds that passengers were happier for the second straight year. Travelers were most satisfied with the ease of making a reservation and the check-in process, both of which can mostly be done online. When it comes to the customer experience, seat comfort scored the lowest. In addition, passengers who were hit with extra fees were less satisfied than those who avoided additional charges. As for specific airlines, Jet Blue was the leader of the pack, followed closely by Southwest.

All of those travelers need a placed to stay. In the hotel category Marriott and Hilton scored the best. The check-in and reservation process were the best part of hotel-goers experience. They were least satisfied with the quality of food services available at hotels.

Speaking of food, restaurant chains were rated too. When it comes to full service chains, Olive Garden and Red Lobster edged out the competition, but it was a close race with Applebee’s and Outback Steak House which were also popular with diners. For people eating on the go, Subway topped this year’s list for limited service restaurants.

Click here to view the full results of the survey:

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