04.30.05
Supermarkets, Computer Hardware and Software, Online Search Engines, and Packaged Goods Top the List of Industries Doing a Good Job for Their Consumer
Supermarkets, Computer Hardware and Software, Online Search Engines, and Packaged Goods Top the List of Industries Doing a Good Job for Their Consumers
Oil, tobacco and health insurance industries score the worst
Every year at this time, Harris
Interactive(R) presents a cross-section of U.S. adults a list of different
industries and asks whether they are generally doing “a good job or a bad job
of serving their consumers.” In this year’s survey the industry which gets the
most positive and lowest negative replies is the supermarket industry. Fully
92 percent of adults think supermarkets generally do a good job and only eight
percent think they do a bad job, giving them a net positive score (i.e. good
job minus bad job) of 84 percentage points.
Other industries which also get overwhelmingly high net scores are:
— computer hardware companies (74 points positive)
— online search engines (68 points positive)
— computer software companies (67 points positive)
— packaged food companies (67 points positive)
— airlines (62 points positive)
— hospitals (59 points positive)
— banks (57 points positive)
— online retailers (51 points positive)
— Internet service providers (51 points positive)
— electric and gas utilities (50 points positive)
At the other end of the spectrum, the industries with the worst net scores
are:
— oil companies (36 points negative)
— tobacco companies (28 points negative)
— health insurance companies (19 points negative)
— managed care companies (13 points negative)
These are some of the results of a nationwide telephone survey conducted
by Harris Interactive among 1,010 U.S. adults between April 5 and 10, 2005.
Other industries which were measured include: life insurance companies (44
points positive), telephone companies (42 points positive), investment and
brokerage firms (35 points positive), car manufacturers (34 points positive),
cable companies (28 points positive) and pharmaceutical companies (13 points
positive).
Changes Since Last Year
Overall most industries improved their net scores this year. There are
some big changes since April 2004:
— Telephone companies improved their net score by fully 25 points (from
+17 to +42) probably because of the sharp decline in telemarketing as a
result of the Do Not Call Registry.
— Pharmaceutical companies jumped up 17 points (from -4 to +13) probably
as a result of more moderate price increases and effective advertising
to promote the industry.
— Life insurance companies also improved their net score by 17 points.
The only industry to score worse this year than last is the oil industry,
presumably reflecting the public’s displeasure of high gasoline prices.
Eight-Year Trends
Harris Interactive started asking these questions in 1997. Over the years
the numbers of industries covered has increased, but for those with long-term
trends, the biggest changes have all been downwards.
The industries that have fallen the most over these eight years are:
— Oil companies which have fallen a dramatic 60 points, from 24 points
positive in 1997 to 36 points negative now
— Pharmaceuticals - while they recovered 17 points this year - are still
47 points lower than they were (down from 60 points positive in 1997 to
13 points positive now)
— Health insurance and managed care companies are down 32 points and 26
points, respectively
— Telephone companies are down 19 points.
The only industry to show a clear improvement is life insurance, which is
up nine points over the past eight years.
TABLE 1
Industries Doing Good Job/Bad Job of Serving Their Consumers
“Do you think … generally do a good or bad job of serving their consumers?”
Base: All Respondents Assigned (Variable Base)
Not Sure/ Good Job
Good Job Bad Job Refused Minus Bad
Job
Supermarkets % 92 8 * 84
Airlines % 80 18 2 62
Computer hardware companies % 84 10 6 74
Packaged food companies % 83 16 1 67
Hospitals % 79 20 1 59
Computer software companies % 81 14 4 67
Banks % 78 21 * 57
Electric and gas utilities % 75 25 - 50
Online search engines % 79 11 9 68
Internet service providers % 72 21 7 51
Car manufacturers % 66 32 2 34
Life insurance companies % 70 26 4 44
Online retailers % 70 19 11 51
Telephone companies % 70 28 2 42
Investment and brokerage
firms % 65 30 5 35
Cable companies % 63 35 2 28
Pharmaceutical and drug
companies % 56 43 1 13
Managed care companies,
such as HMOs % 41 54 5 -13
Health insurance companies % 40 59 1 -19
Tobacco companies % 35 63 2 -28
Oil companies % 31 67 2 -36
TABLE 2
Difference Between Good Job/ Bad Job By Industry
“Do you think each of the following generally do a good or bad job of serving
their consumers?”
Base: All Adults
Changes
1997 1998 2000 2001 2002 2003
2004 2005
1997-2005
2004-2005
% % % % % % % % %
%
Supermarkets N/A N/A N/A N/A N/A 74 79
84 N/A +5
Computer hardware
companies 71* 70 70 71 49 57 64
74 +3 +10
Online search engines N/A N/A N/A N/A N/A N/A N/A
68 N/A N/A
Computer software
companies 71* 71 71 72 48 57 62 67
-4 +5
Packaged food companies N/A N/A N/A N/A N/A 58 62
67 N/A +5
Airlines N/A 66 45 15 47 40 61 62
-4 +1
Hospitals 57 50 48 41 56 53 49 59
+2 +10
Banks 52 46 49 46 54 50 52 57
+5 +5
Online retailers N/A N/A N/A N/A N/A N/A N/A
51 N/A N/A
Internet service
providers N/A N/A N/A N/A N/A N/A N/A
51 N/A N/A
Electric and gas
utilities N/A N/A N/A N/A N/A N/A N/A
50 N/A N/A
Life insurance companies 35 39 39 36 34 29 27 44
+9 +17
Telephone companies 61 53 32 27 22 20 17 42
-19 +25
Investment and brokerage
firms N/A N/A N/A N/A N/A N/A N/A
35 N/A N/A
Car manufacturers 44 44 40 40 41 38 44 34
-10 -10
Cable companies N/A N/A N/A N/A N/A N/A N/A
28 N/A N/A
Pharmaceutical and
drug companies 60 50 24 20 30 4 -4 13
-47 +17
Managed care companies
such as HMOs 13 3 -27 -30 -12 -23 -23
-13 -26 +10
Health insurance
companies 13 1 -15 -19 13 -12 -20
-19 -32 +1
Tobacco companies -28 -28 -34 -37 -36 -32 -30
-28 -+2
Oil companies 24 38 -13 -39 -6 -6 -25
-36 -60 -11
Notes:
(1) * In 1997 “computer companies” were rated together (i.e., hardware and
software companies were not measured separately).
N/A= Not Asked
(2) The trends for airlines are from 1998, as they were not included in
the 1997 survey.
Methodology
The Harris Poll(R) was conducted by telephone within the United States
between April 5 and 10, 2005, among a nationwide cross section of 1,010 adults
aged 18 and over. Figures for age, sex, race, education, number of adults and
number of voice/telephone lines in the household were weighted where necessary
to align them with their actual proportions in the population.
In theory, with a probability sample of this size, one can say with 95
percent certainty that the results have a sampling error of plus or minus 3
percentage points of what they would be if the entire U.S. adult population
had been polled with complete accuracy. Unfortunately, there are several other
possible sources of error in all polls or surveys that are probably more
serious than theoretical calculations of sampling error. They include refusals
to be interviewed (nonresponse), question wording and question order,
interviewer bias, weighting by demographic control data and screening (e.g.,
for likely voters). It is impossible to quantify the errors that may result
from these factors.
These statements conform to the principles of disclosure of the National
Council on Public Polls.
J23845
Q506
The Harris Poll(R) #33, April 28, 2005
By Humphrey Taylor, chairman of The Harris Poll, Harris Interactive.
About Harris Interactive(R)
Harris Interactive Inc. (http://www.harrisinteractive.com), the 15th
largest and fastest-growing market research firm in the world, is a Rochester,
N.Y.-based global research company that blends premier strategic consulting
with innovative and efficient methods of investigation, analysis and
application. Known for The Harris Poll(R) and for pioneering Internet-based
research methods, Harris Interactive conducts proprietary and public research
to help its clients achieve clear, material and enduring results.
Harris Interactive combines its intellectual capital, databases and
technology to advance market leadership through U.S. offices and wholly owned
subsidiaries: London-based HI Europe (http://www.hieurope.com), Paris-based
Novatris (http://www.novatris.com), Tokyo-based Harris Interactive Japan,
through newly acquired WirthlinWorldwide, a Reston, Virginia-based research
and consultancy firm ranked 25th largest in the world, and through an
independent global network of affiliate market research companies.
EOE M/F/D/V.
To become a member of the Harris Poll Online(SM) and be invited to
participate in future online surveys, visit http://www.harrispollonline.com.
SOURCE Harris Interactive
Web Site: http://www.harrisinteractive.com
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