Rising fuel costs seem to be affecting customer perceptions of quality in the energy and airline industries, according to the American Society for Quality’s Quarterly Quality Report. The QQR examines the perceived quality of goods and services, as measured by the American Customer Satisfaction Index. The report—which this quarter examines the perceived quality of goods and services in the utility, telecommunications, fast-food restaurant and hospitals industries—found that while satisfaction with utilities and airlines has declined, satisfaction with wireless phone service providers and hospitals has significantly improved in the second quarter of 2006.

Customers’ perceptions of the quality provided by utility companies has dropped significantly since it was first measured by the ACSI more than a decade ago. Of the 30 energy utilities measured, six declined and four improved. ASQ says rising fuel costs factor prominently in the way customers rate the quality of utilities.

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