During the same period, the American Customer Satisfaction Index, compiled and analyzed by the University of Michigan Business School, indicated a growing resentment among consumers due to poor service and quality of merchandise. So many of these complaints have been made in Britain that a government trading standards office has had to create a complaint code for mobiles, which immediately entered the top 10 list of grievances. Part of the increase is attributed to the rapid penetration of cell phones in Britain, from a million units in 1990 to 24 million by decade's end.
Most complaints refer to poor service quality, billing issues, and installation problems.
Such domains would become unavailable for purchase by for-profit companies. Most such sites forward consumer complaints for no charge, but survey the complainants about product preferences and sell the information to companies as market research. That good news for the airlines was offset by the fact that passengers also registered a record number of complaints about their experiences. The airlines can also take comfort in the fact that as they struggled to accommodate more travelers than ever, the actual occurrence of problems such as delays, lost baggage, and overbooking remained steady. In the Czech Republic, the customer is usually wrong.