Looking Up - Getting Worse is the Worst Way to Get Better

Following the news story showing that with air travel traffic decreasing, consumers experience a better service, J.

Looking Up – Getting Worse is the Worst Way to Get Better

J.Walker SmithYankelovich MONITOR®

A front-page story in yesterday's USA Today highlighted one of the big ironies of this recession – as demand for many products and services has gone down, the quality of the consumer experience with those products and services has gone up. Perhaps nowhere is this more apparent than in air travel. The headline for the USA Todaystory read, “Fewer Delays as Air Travel Slides.” The unwritten sub-text was that with fewer people flying, air travel is a better...

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