These days, it feels like everything in our lives is politicized. But satisfaction in U.S. federal government services surprisingly isn’t.

Following significant gains between 2015 and 2017, satisfaction in the federal government is down for the second straight year, dropping 1.2% to an American Customer Satisfaction Index score of 68.1. It’s easy to mistake this as a reflection on the administration and Congress at the helm. While an individual’s political affiliation may influence their perception of the government services they receive, politics is not the driving force.

Why not? Let’s set the record straight by answering some frequently asked questions about the role of political party preference in citizen satisfaction scores.

1. Are citizens generally more satisfied if their political party is in the White House?

The trends from 2017 – the first full year of the Trump administration – to 2019 support this theory.

In that span, only citizens who identify as Republicans report improved satisfaction, up 1% to 70. Democrats (down 3% to 71), Independents (down 3% to 65), and those associated with an “Other Party” (down 11% percent to 58) all experience declining satisfaction.

However, that’s not the whole story. Over the last year, Democrats, not Republicans, Independents, or “Other Party” affiliates, show increased satisfaction, rising almost 3% to 71.

Could this rise stem from the Democratic Party taking back the House? Psychologically, maybe. It could provide a tiny “glow effect.” The reality is that this development doesn’t have a bearing on how government services are delivered.

The scores are based on interviews with individuals who’ve experienced a federal government service firsthand. You’re not thinking about who’s in the White House when you’re filing your taxes. You’re not thinking about the administration when you’re applying for a Federal Housing Administration (FHA) loan with Housing and Urban Development (HUD), which has the lowest Satisfaction Index score among federal departments at 56.

Administrations change. The individuals making sure your services are delivered regularly – the ones working day-to-day in the trenches – don’t.

2. Did the government shutdown have anything to do with 2019’s decline?

The government shutdown likely played a role in declining citizen satisfaction last year because it impacted people’s everyday lives.

Of the four main drivers of citizen satisfaction – process, customer service, website, and information – all of them fell except the perception of the quality of information provided by the government, which remained unchanged at 71.

Timeliness and ease of government processes (down 3% to 68), courtesy and professionalism of customer service (down 3% to 74), and perception of website quality (down 1% to 75) all took a hit.

The government shutdown is a likely culprit for the drop, since it affected everything from the processing time of government forms to the response time of agencies like the Internal Revenue Service (IRS).

Given that interactions with the IRS are already less than pleasant – most IRS programs scored in the 60s, and the Treasury Department as a whole had a satisfaction score of 60 – additional inconveniences aren’t going to sit well with the public.

3. Does an election year affect satisfaction?

Citizen satisfaction tends to go up in an election year. It happened in 2004, 2008, 2012, and 2016.

However, there’s no pattern in the year following an election. Citizen satisfaction went down in 2005, 2009, and 2013, but it rose in 2017.

The biggest misconception of all

The American Customer Satisfaction Index Federal Government report is not an opinion poll like the presidential poll. That’s the big misconception.

Our report assesses the service quality of the federal government as if it were a private entity, focusing on people who’ve had direct contact and interactions with the government. And while a person’s politics may seep into their thought process, it’s not driving their decisions.

Think of the report as an efficiency check for the government. Right now, the federal government could use an infusion of efficiency. That’s at least one thing citizens – regardless of political party – seem to agree on.

There’s something nice about going home for the holidays. That warm feeling of knowing you’ll get to celebrate the occasion with friends and family. It’s something we look forward to.

But you know what we’re not looking forward to? The travel. 

It would be so much simpler if you could just snap your fingers and be home for the holidays. But that’s not the case. Not even close.

For many – especially those who need to fly home – traveling is one of the most stressful parts of the season. But some parts are better than others.

Here’s what consumers report are the highs and lows of airline travel, according to our 2018-2019 Travel Report.

1. Internet travel services make booking easy

There are usually two categories of travelers: those who book their arrangements well in advance, and those who wait until the last moment to finalize their plans. While these groups have differing opinions on the “when,” here’s how they feel about the “how.” 

ACSI data show customer satisfaction with travel websites for booking flights, hotels, and car rentals is up 1.3% to a score of 79 (out of 100) per the 2018-2019 report. Customers appreciate how easy it is to book and make payments on these websites, and they notice improvements in both navigation and site performance since last year.

As far as individual companies, TripAdvisor debuts in the lead with an ACSI score of 82. The company is a trusted source of user-generated reviews. On the opposite end of the spectrum, Expedia’s Travelocity takes the biggest hit, down 4% to 77, while Priceline falls 3% to the bottom of the category at 76.

On the whole, internet travel services offer a wider variety of travel options, much-desired comparison and filter tools, and improved customer support. Even more impressive, with an ACSI score of 85, travel website mobile apps have the highest satisfaction in any industry. 

Customers are also quite satisfied with the airlines’ mobile apps. In fact, with an ACSI score of 82, this is the best part of the industry, tied with checking in. 

This makes sense considering these two elements go hand in hand. Customers can conveniently use mobile apps to book travel, check the status of their upcoming flight, and check in prior to boarding.

Among the three aspects of air travel that show improvement, the boarding experience leads the way with an ACSI score of 79. In the same vein, travelers continue to find airline staff – both at the gate and in-flight – courteous and helpful. During the stressful travel season, every touchpoint matters

2. To check a bag or not check a bag

That question has plagued travelers since the beginning of time. (We admit, we’re being a bit dramatic, but you know what we mean.) Customers face myriad problems regardless of what they choose.

In this year’s Travel Report, “overhead storage” is among four new metrics tracked. The response is less than ideal.

As evidenced by the ACSI score of 73, customers are largely unhappy with the availability and size of overhead storage.  

Unfortunately, things aren’t much better for travelers who check bags. 

Checking a bag isn’t cheap. It’s even worse – for your wallet and customer satisfaction as a whole – if you’re required to pay for both your checked bags and carry-ons. It also doesn’t help that airlines are constantly hiking prices. But considering airlines have pulled in a little over $2.8 billion in baggage fees through the first half of 2019, don’t expect this to change anytime soon. 

Leisure travelers are much more frustrated with luggage fees than business travelers, who are able to expense the charges. But the fact is unless you’re planning to travel light, you should expect your baggage to be another form of “baggage.

3. Fasten your seatbelts, it’s time to take off

The turbulence doesn’t stop once you get on the plane.

Besides being frustrated with the lack of available overhead space, customers are less than enthusiastic about the in-flight food and beverage options, with complimentary and premium (purchased) options each earning an ACSI score of 73. 

Customers are even less satisfied with in-flight entertainment (71). But the worst part of flying remains seat comfort – with an ACSI mark of 69 – as passengers note legroom has not improved.

Of course, when it comes to the in-flight amenities, it’s worth mentioning that scores vary based on the individual airline. Delta, for example, is number one among legacy airlines, rising 1% to an ACSI score of 75. Most Delta flights offer USB ports and Wi-Fi and have seatback screens. 

Delta isn’t the only airline upgrading the in-flight experience. As of Jan. 30, 2019, all passengers on United Airlines flights have free access to DirecTV. American Airlines, for its part, is making it simpler for passengers to listen to their Apple Music by allowing access to their music on all domestic flights using complimentary Wi-Fi. 

Better to be safe than sorry

If you’re flying home for the holidays, and if you’re lucky, you might get to experience the perfect flight. It will take off on time, there will be plenty of overhead space, you’ll have ample legroom, the food will be delicious, and your choice of in-flight entertainment will be exceptional.

This is the dream. But it’s highly unlikely. The most likely scenario is that you’ll experience some combination of good and bad.

The best thing you can hope for is that airlines heed consumer concerns, make adjustments to improve satisfaction, and maintain the elements of travel that consumers appreciate the most. 

Happy holidays, and happy travels!

Health insurance is a contentious topic, and everyone seems to have an opinion. The constant fear of rising premium costs doesn’t help matters.

So the fact that health insurance has an ACSI score of 74 – placing it in the bottom 10% of all industries measured – makes sense. However, what’s surprising this year is the score represents a rise of 1.4% to its highest level in a decade.

How did this happen, and what are some insurance companies doing to separate themselves from the pack? Let’s look.

Health care above all else

The lines between providing insurance and providing health care are beginning to blur. Insurers are prioritizing preventative care over emergent care. Companies like Humana are really taking this idea to heart.

Humana has a mail-order pharmacy, over 230 owned or alliance primary care operations, and a large home health care provider in Kindred at Home. Humana is also investing in digital technologies, including a multiyear partnership with Microsoft that’s all about “making health care experiences simpler to navigate” for its members.

Policyholders are taking notice of Humana’s efforts. Not only does the company lead all health insurers with an ACSI score of 79 (up 1%), but it also rates best in class for half of all industry benchmarks.

Like Humana, CVS Health’s Aetna, which inches up 1% to 76, is also embracing the use of technology to enhance health care. Aetna launched Attain, an Apple Watch app that lets Aetna members track their daily activity levels, offers personalized goals, suggests healthy actions, and rewards members for taking steps to improve their health.

The success of these companies’ digital initiatives is clear in the industry-wide customer experience benchmarks, where two elements stand above the rest: quality of mobile app (up 4% to 81) and reliability of mobile app (up 1% to 80).

Companies struggling to keep up

Unfortunately, not all insurance companies are keeping up with patients’ growing technological demands.

Cigna, which drops 1% to 72, ranks near the bottom of the industry for both mobile quality and reliability. Blue Cross and Blue Shield (BCBS) rises 1% to an ACSI score of 71 yet finishes with the lowest score among health insurance companies. That’s due in part to poor scores for mobile reliability, perceived value, and billing.

Significant room for improvement

When it comes to the quality and reliability of mobile apps, Cigna and BCBS are anomalies. At the industry level, these benchmarks are distinguished among customer experiences.

Benchmarks like access to primary care doctors (79), access to specialty care doctors (78), standard medical services coverage (78) and expanded prescription drug coverage (77) are also contributing to the slight satisfaction rise in the industry.

However, while health insurance satisfaction is the highest it’s been in 10 years, in terms of ACSI standards, it remains much closer to the bottom of all industries measured. Suffice to say, it’s not all sunshine and roses for the insurance industry.

Insurance statements are still difficult to understand (75), the variety of available plans (75) could be better, and the timeliness of claims processing (75) still leaves much to be desired. And despite a 3% bump, call centers continue to be the worst aspect of policyholder experience with an ACSI score of 73.

So while customer satisfaction with health insurers is on a slight upswing, it has a long way to go.

The simple fact remains: The health insurance market is transforming, and companies that make patient health their main priority will succeed. Personalized plans, easier access to primary and specialty care doctors, and a focus on enhancing digital methods are good places to start.

Mobile apps are a critical factor in customer satisfaction. The data we’ve gathered at the American Customer Satisfaction Index (ACSI) proves its impact. 

But while brands are dedicating a lot of time and resources to the reliability and quality of their mobile apps, they have to remember that mobile is far from the only component that influences customer satisfaction. Just because people have their noses in their phones all the time doesn’t mean they don’t appreciate a good face-to-face experience.

Banks are pivoting more toward digital, but are they going too far? Let’s dig into some of the data.

Shifting to digital too much?

As banks go increasingly mobile, elements linked to in-person customer satisfaction are taking a hit. 

For example, in 2018, Capital One sat near the top of the industry with an ACSI score of 81 (out of 100). This year, the bank sits among the leaders in customer satisfaction in mobile quality and mobile reliability. However, it’s near the middle of the pack in courtesy, branch speed, and wait time. 

The same goes for Chase and Citibank. Both scored well in mobile quality and mobile ease of use but ranked in the middle – albeit a bit higher than Capital One – in most in-person satisfaction benchmarks. 

The story is a bit different for Bank of America. It ranks toward the top for mobile reliability and range of mobile plan options, yet unlike Capital One, Citibank, and Chase, Bank of America is at the tail end of the spectrum for in-person customer satisfaction elements, including wait time, where it sits at the bottom of the industry by a wide margin. And unfortunately, unlike the other three banks, Bank of America had one of the industry’s lowest overall customer satisfaction scores last year at 76. 

Wells Fargo was the only national bank to fall below Bank of America, with a 2018 ACSI score of 74. Customers ranked the bank poorly across the board, particularly for its lack of policy options and competitive interest rates.

The in-bank experience is necessary

According to Mobile Ecosystem Forum’s 2016 Mobile Money Report, 61% of people surveyed use their mobile phones to perform banking activities and 48% use a dedicated app. And yet, 28% prefer bank branches for daily banking compared to the 26% who chose mobile.

You can use your mobile phone for nearly every kind of banking activity. You can check your account balance, deposit checks, transfer money, and even open credit, savings, and checking accounts. And yet, customers still feel inclined to visit their banks.

Industry executives recognize the importance of maintaining a brick-and-mortar presence despite an increased push toward digital. 

In 2018, Chase said it plans to open as many as 400 new branches, while Bank of America intends to open nearly 500. Bank of America CEO Brian Moynihan even noted that 800,000 customers visit their banks every day, and 70% of the bank’s sales are done in person. 

And yet, given the importance of brick-and-mortar branches to Bank of America’s bottom dollar, the bank’s ACSI scores for in-person customer satisfaction are notably low. If Bank of America is betting on physical branches, it should do more to improve its scores.

Is the traditional bank model finished?

Some 49% of bank executives feel that the traditional branch-based model is done, according to a survey by The Economist. The reason? Digital.

Mobile offers customers speed, constant connection, and 24/7 access – everything they could hope for. Until, of course, it’s not.

But this is only a small piece of the puzzle. Retail branches are more than just a last resort for when customers are having technical issues with their devices. 

Face-to-face interactions are the biggest revenue drivers for banks. That’s why some of these banks are opening up new branches – especially in areas where they currently have little to no presence. Offering a sub-par customer experience would be counterproductive to this business model. 

Sure, other banks are closing branches and mobile is the major driver of high customer satisfaction. But as Wells Fargo Chief Financial Officer John Shrewsberry said, “branches play an important part in serving our customers and we will have as many branches as our customers want, for as long as they want them.”

Consumers might not always go to the bank, but they still like having the option. And they expect to have a quality experience while they’re there. Banks would be wise not to forget it.

Let’s raise a glass to the makers of nondurable products. A toast is definitely in order.

According to our most recent Nondurable Products Report, customer satisfaction remains high for almost every industry in the sector, with four of the six industries in the category scoring among the top five industries measured by ACSI.

Breweries lead the way with a score of 84 despite a slight 1.2% drop. Personal care and cleaning products are next at 83 (unchanged), followed by food manufacturing and soft drinks, each steady at 82.

Athletic shoes and apparel – the two industries that fell outside the top five – still fare well among customers, with the former steady at 79 and the latter dipping 2.5% to 77.

If history tells us anything, it’s that we shouldn’t be all that surprised by these marks; high customer satisfaction with nondurable industries isn’t unusual. However, what makes this year different than years past is how we got here. This year it wasn’t the big brands leading the way.

Craft beers continue to shine

While craft breweries aren’t growing like in past years, they continue to keep customers satisfied.

Craft beers made up 13% of the U.S. beer market as of 2018, and according to ACSI, the smaller breweries – brands like Heineken, Sam Adams, and other craft labels – lead the industry with a score of 85.

Smaller brands beat big beermakers like Anheuser-Busch InBev and Molson Coors in customer expectations, perceived value, and perceived quality.

Given these perceptions, it’s no wonder that 76% of beer drinkers said they’d pay more for their craft beer of choice.

That doesn’t mean large brewers are struggling. They’re doing especially well with light beers that fit consumers’ desire for healthier options. However, smaller beermakers are pursuing the same strategy.

Non-beer drinks like hard cider, hard tea, and hard seltzer are the most popular alcoholic beverages right now. Craft brewers are also making “better-for-you brews” that contain less alcohol. While bigger brands try to capitalize on what the consumer wants, the little guys are delivering it, attuned to customer preferences.

Big cleaners can’t keep their noses clean

Last year, Clorox set the bar for personal care and cleaning products. This year, not so much.

Clorox drops 4% to 82, as customers question the brand’s value and quality.

Other large brands like Henkel and Johnson & Johnson also falter, each plummeting 6% to the bottom of the category at 77. The latter two companies both dealt with well-publicized lawsuits over the past year.

Meanwhile, the group of smaller manufacturers climbs to the top of the category. The combined score of companies like Arm & Hammer, Sensodyne, Biotene, and store labels rises 1% to 85.

Questions of quality and value plague the big companies. That, along with customers’ growing push for organic products often delivered by smaller brands, and it’s easy to see how the smaller companies were able to sneak to the top of the field.

Small hit to Hershey helps ‘others’

All of the measured food manufacturers have ACSI scores of 80 or better. But there were changes among the individual brands – especially at the top of the leaderboard.

Hershey’s customer expectations and perceived quality were the highest in the entire category (the latter was a tie). Unfortunately, customer satisfaction took a hit.

2018’s industry leader falls 2% to 84, placing it in a tie for first place with PepsiCo’s Quaker (unchanged), and the group of smaller brands (up 1%).

That group – including Walmart’s Great Value and Kroger’s namesake label – were middle of the road in terms of customer expectations. Yet, per ACSI data, this group bests the other food manufacturers in quality, value, and customer loyalty, while tying Hershey and Campbell Soup for the lead in customer retention. Smaller companies are also competitive in their pricing.

Food manufacturers believe technology can help increase efficiencies, meet growing demand, and improve shelf life and food safety. They also seem to recognize that customers are paying attention to what they put in their bodies.

Healthier options, organic products, and “functional foods” are becoming more mainstream. Smaller companies and store brands are clearly giving the people what they want.

The message is clear

Not all big name brands are losing ground to their smaller competitors in the nondurable products market. Keurig Dr Pepper and PepsiCo tie the smaller companies at the top of the soft drinks category. Premier Brands Group leads the way in apparel, and Adidas and Nike both outpace the smaller shoemakers in the athletic shoe category.

But, the fact is, these are the outliers.

Nondurables are thriving as a whole, but it’s the smaller companies that are leaving the biggest impression. They’re better at connecting with consumers, delivering on quality, and offering greater value. These smaller groups of companies understand what’s important to their customers – healthier options, sustainability, the chance to support local businesses – and they’re winning because of it.

It’s true what they say: Bigger isn’t always better.