We’ve all heard and seen commercials that claim “Customer service is No. 1 with us” or “We treat our customers like we want to be treated.” If these statements rang true, you’d think we’d hear more about contented consumers and their positive customer experiences.

The American Customer Satisfaction Index (ACSI) tracks various trends and benchmarks of customer service for the United States and the United Kingdom. The latest report indicates a modest uptick in consumer satisfaction; however, there’s still room for improvement. In the airline survey, Jet Blue sits at the top of the customer service ladder while Spirit occupies the lowest rung. Travelers are most pleased with Marriott and not so pleased with Motel 6.

As a consumer, I want to be dazzled with service, and that’s why the past two weeks have left me a bit disillusioned. Let me explain.

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