Tracking customer satisfaction is essential to business success, Rice University research finds

Houston voices

Customer satisfaction directly influences a company's sales, margins, and earnings, and companies that track and measure customer satisfaction have a leg up on competition. Getty Images

Back when people flew nonchalantly for business, an unabashed fan of Great Reputation Airline took a flight where almost everything went wrong. First there was a weather delay. Then there was a mechanical issue. The crew was surly, the pretzels stale. Finally, after landing, when she finally made it to baggage claim, her suitcase was MIA.

But instead of complaining on social media, Great Reputation's passenger wrote off the problems to a rare bad day for the airline – which showered her with drink coupons and later delivered her luggage to her hotel.

GRA's response exemplifies customer satisfaction principles outlined in a paper by Rice Business professor Vikas Mittal and former Rice Business doctoral student Carly Frennea. Summarizing the major research about customer satisfaction, the coauthors codified their findings into a checklist for managers.

While most people understand the general concept of customer satisfaction, in business it's a specific term summarizing a consumer's post-use evaluation of the extent to which a product or service met their expectations. Satisfied customers are more likely to buy again, buy more, recommend a business to others and cost less to serve in the future. A satisfied customer doesn't just cut customer-acquisition costs. She can also help a business attract the right customers through online recommendations.

But the most compelling reason to chase customer satisfaction, say Mittal and Frennea, comes from the University of Michigan's American Customer Satisfaction Index, which tracks customer satisfaction ratings of public companies. Decades of studies based on this data show that customer satisfaction and financial performance go hand-in-hand. While the strength of this association can vary, the link is indisputable. "Nowhere else in marketing has the impact of a customer-based metric on a firm's financial performance been so clearly and consistently established," Mittal and Frennea write.

To help make that satisfaction/revenue link a felicitous one, the researchers recommend the five kinds of data managers should collect.

  • Overall customer satisfaction: A summary evaluation of an overall experience.
  • Behavioral intentions: "Loyalty metrics" that measure the likelihood of buying again, recommending to others and intent to complain.
  • Attribute-level perceptions: Evaluating specific product or service features. For a doctor, this may include time spent waiting in the office, quality of care and explanation of diagnosis. For an oilfield services company, this may include product quality, safety, ongoing service and support, billing and pricing.
  • Contextual information: Comparisons to earlier experiences with a firm and against those with competitors.
  • Customer background variables: Includes gender, age and use of competitors' products and services.

Once these data are collected, the researchers say, managers should use statistical analysis that includes all relevant variables (a method known as multiple regression). This allows companies to figure out which variables have the largest association with overall satisfaction, and which have none. For example, a multiple regression might show that the bad effect of dashing customer expectations is stronger than the good effect of exceeding those expectations. The analysis may also reveal that this effect is stronger for ongoing service and support, say, than for pricing and billing. Conclusion: The company should fix problems with ongoing service and support before tinkering with its pricing and billing strategy.

Companies should also share such customer satisfaction insights with employees and incentivize them to make customer satisfaction a top priority, the researchers write.

To achieve this, executives need to see customer satisfaction as a strategic tool, not just a "good-to-have" afterthought. For this:

  • Treat customer satisfaction as a strategic investment and integrate it into the strategic planning process.
  • Don't skimp on the science. Use the most advanced multiple regression models, and now machine-learning technologies, to distinguish the important from the unimportant, and prioritize the important.
  • Using statistical science, link customer-loyalty patterns to actual behaviors such as repurchasing and repeat sales.
  • Remember that your front-line employees are vital and motivate them by linking their performance to the right customer satisfaction metrics.
  • Don't just maximize customer satisfaction. Balance decreasing and increasing returns on satisfaction initiatives. For this, don't rely on "voice-of-customer" based on casual interviews and discussions. Use rigorously designed customer studies that can be statistically linked to financial results.
  • Share! Summarize satisfaction findings in understandable terms and train employees to act on them. Smart companies use this approach to derive their customer-value proposition and focus the company's strategy.

The formula, after all, is a simple one. If customers are a primary source of your company's cash flow, the first variable in your strategy needs to be making them happy.

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This story originally ran on Rice Business Wisdom. It's based on research from Vikas Mittal, the J. Hugh Liedtke Professor of Marketing at Jones Graduate School of Business at Rice University, and Carly Frennea, now an executive at Nike, who received her M.B.A. and Ph.D. at Jones Graduate School of Business.

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Houston university is at the top of the class in new college ranking

Top of the Class

Rice University is maintaining its reputation as one of the top colleges in the U.S., according to a new batch of rankings from WalletHub.

Rice topped WalletHub's 2026 lists comparing the best colleges and universities in Texas and the best universities in the South. The private institution also ranked as the 9th best university in the country, three spots lower than its 2024 ranking.

The personal finance website's experts analyzed nearly 800 colleges and universities in the U.S. using 30 key metrics, including factors like student-faculty ratios, graduation rates, campus safety, and many more.

Rice was ranked across seven major categories in the report and scored highly for its faculty resources (No. 10), student educational outcomes (No. 12), student selectivity (No. 16), student career outcomes (No. 26), and campus experience (No. 46).

The only two categories Rice lagged behind in were campus safety (No. 576) and cost and financing (No. 700). U.S. News & World Report says tuition and fees at Rice can add up to more than $65,000 per year for in-state students, with the total cost soaring to nearly $84,000 when factoring in the price for housing, food, books and supplies, transportation, and personal expenses.

In addition to topping WalletHub's rankings, Rice has also claimed top spots in other prestigious lists by U.S. News, Forbes, The Princeton Review, and more. Rice's revered graduate schools – including the MBA program at the Jones Graduate School of Business and Brown School of Engineering and Computing – are also among the best in the country, according to U.S. News and The Princeton Review.

Locally, University of Houston also ranked among the statewide top 10 and ranked as the 268th best university in the U.S. for 2026. In the regional rankings of best universities in the South, UH ranked 52nd on the list

The 10 best colleges and universities in Texas for 2026 are:

  • No. 1 – Rice University, Houston
  • No. 2 – The University of Texas at Austin
  • No. 3 – Trinity University, San Antonio
  • No. 4 – Texas A&M University-College Station
  • No. 5 – Texas Christian University, Fort Worth
  • No. 6 – Austin College, Sherman
  • No. 7 – Southwestern University, Georgetown
  • No. 8 – University of Dallas
  • No. 9 – The University of Texas at Dallas
  • No. 10 – University of Houston
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This article originally appeared on CultureMap.com.

Port Houston reports emissions progress as cargo volumes climb

Greener growth

Port Houston’s initiatives to reduce emissions have shown some positive results, according to new data from the Port of Houston Authority.

Pulling from the Goods Movement Emissions Inventory (GMEI) report, which tracks port-related air emissions, Port Houston cited several improvements compared to the most recent report from 2019.

The port has seen total tonnage and container volumes increase by 16 percent and 28 percent, respectively, since 2019. However, greenhouse gas emissions have increased at a slower rate, growing only by 10 percent during the same time period, according to the data.

Additionally, emissions of nitrogen oxide fell by 7 percent, and emissions of particulate matter fell by 4 percent, despite adding 280 more pieces of cargo handling equipment.

“These results show that our emission-reduction efforts are working, and we are moving in the right direction,” Chairman Ric Campo said in a news release.

The Port Commission also recently approved items related to the $3 million U.S. Environmental Protection Agency Clean Ports Program (CPP) grant, which it received last year. The items will allow the port to work towards five new sustainability initiatives.

They include:

  1. An inventory of the port’s Scopes 1, 2, and 3 for greenhouse gas emissions
  2. A Port Area Climate Action Plan for the area and surrounding communities
  3. A CPP Truck Route Analysis
  4. Creation of the CPP Trucking Industry Collaborative
  5. Design of a customized website for Port of Houston Partners in Maritime Education, which is a non-profit leading maritime workforce development effort in local schools

Port Houston aims to be carbon neutral by 2050.

Houston leader on building inclusive communities through innovation

Guest Column

Innovation is often celebrated for speed or curiosity, but genuine progress is about inclusion and expanding the populations that benefit from new technologies.

For example, at Yale University, nursing students are now utilizing a hyper-realistic patient mannequin with Down syndrome, which not only mimics appearance but also fosters both empathy and competence in medical professionals who will treat people of all abilities. Tools like this remind us that innovation is not only about what is new, but also about how we include everyone in progress.

Inclusive Technology: What It Means

Inclusive technology design begins with diverse users in mind, including people living with disabilities such as blindness, hearing loss, or limb loss. Additionally, neurodiverse learners and those with varied learning styles benefit from inclusive technology. The purpose is to create tools that serve everyone in their homes, classrooms, workplaces, and public spaces. Inclusive technology is not only about empathy, but also equity. Innovation bridges gaps and extends access to all people.

National and Local Innovations Advancing Inclusion

Across the country, inclusive technology is transforming access for individuals with varying abilities. Robotics adapted for visually impaired students, audio-virtual reality labs for immersive learning, and AI-based platforms that personalize lessons for students are helping students engage in ways traditional tools cannot. These innovations are not just technical; instead, they are also deeply human, designed to expand access and opportunity for every learner.

Locally, Houston-based organizations demonstrate how inclusive tech can be paired with supportive programs to amplify impact:

  • BridgingApps, a program of Easter Seals of Greater Houston, provides assistive-tech labs and mobile devices for children and adults with disabilities, helping students communicate, learn, and connect in ways they may not have thought possible before.
  • MADE Houston creates adaptive classroom environments for twice-exceptional learners (gifted students with learning differences), ensuring that both their strengths and challenges are incorporated in the curriculum and class experiences.

Both programs partner with Camp For All to provide barrier-free camp experiences to their students.

Innovative technology has the power to change student outcomes and improve the quality of life. Reports such as Inclusive Technology in a 21st Century Learning System show that students with disabilities who have access to these tools are two to three times more likely to graduate from high school than those without.

Complementing these technology-driven advances are experiential programs that create community and empowering experiences.

Camp For All, for example, offers medically safe and adaptive camp experiences for children and adults with challenging illnesses, disabilities, or special needs. Camp For All demonstrates how barrier-free environments, combined with opportunities to explore and try new activities, foster confidence and resilience in campers, such as those who benefit from Easter Seals of Greater Houston and MADE Houston camps.

Why This Matters

When tools and technologies are designed to include everyone, the impact has the potential to impact all people. Individuals with physical, sensory, or learning differences gain confidence and access to opportunities, which leads to more diverse workforces and stronger communities.

Technology, educational tools, and thoughtfully designed programs can reduce barriers, improve academic outcomes, and help prepare individuals for future employment and independent living. Conversely, failing to design inclusively can further entrench inequities related to race, income, and abilities.

For context, while the national graduation rate for students with disabilities has risen to 74%, it still lags behind the 88% rate for peers without disabilities. Technology and inclusive programs help bridge this gap, ensuring that not only more students graduate, but that individuals with disabilities also are better prepared to access higher education, participate fully in the workforce, and engage in social and civic life.

Inclusive tools, such as accessible transportation services, audible pedestrian signals, braille ballots for voting, and short-term device loan programs like TTAP, expand opportunities and promote equitable participation across all aspects of society.

Additionally, research shows that early exposure and inclusion of those living with disabilities, such as in classrooms, community spaces, and club activities, fosters a greater acceptance of differences and proclivity toward inclusive attitudes as children mature. When we begin focusing on acceptance and innovative solutions for all people from the very beginning, our communities are stronger and we increase access to participation for all.

Challenges, Opportunities, and Ripple Effects

Despite progress, obstacles to scaling inclusive technology remain. Many families and schools cannot afford high-end assistive devices, and tools are often developed without input from the users who will rely on them the most.

Although grants and pilot programs exist, systemic funding and support are still limited. Educators, healthcare providers, and city planners also require training and guidance to effectively implement these tools. Overcoming these challenges requires coordinated efforts among technology companies, educators, nonprofits, policymakers, and the communities they serve.

Houston’s rich mix of innovation, research institutions, and nonprofit networks makes it an ideal testing ground for inclusive technology, and we are seeing more advancements daily. Schools and early learning centers are piloting innovative tools, including adaptive learning software, interactive robotics, music therapy, and word prediction programs.

At the same time, medical and therapy programs use simulation labs and telehealth tools to improve treatment for children and adults with disabilities. Civic and public spaces are also becoming more accessible through smart city initiatives such as wayfinding apps, inclusive playgrounds, and sensory-friendly public areas. These examples demonstrate that inclusive technology is about creating meaningful opportunities for everyone, regardless of ability, background, or resources.

When inclusion is prioritized, the benefits extend far beyond individual users. Educational outcomes improve as more students meet learning goals and graduate successfully. Workforce readiness increases as a broader range of skills and abilities enters the labor market. Community equity grows as individuals from underserved communities gain access to tools and experiences that were previously inaccessible.

Increasing participation for students and individuals translates into stronger local and state economies. At its core, inclusive technology creates equity and resilience at both the individual and community level.

Moving Forward

Designing with empathy, investing in equitable access, and acting with urgency are essential to building communities where everyone has the opportunity to contribute. Houston, with its combination of medical research institutions, ed-tech startups, aerospace leadership, nonprofit networks, and pilot programs, is uniquely positioned to lead the nation in inclusive innovation.

By prioritizing technology and programs that serve all learners, the city can demonstrate that meaningful progress is measured not by speed or novelty, but by the number of people who benefit from it. When cities, organizations, and communities commit to inclusive design, they build stronger and more equitable places where everyone benefits and thrives.

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Pat Prior Sorrells is president and CEO of Camp For All, a Texas-based nonprofit organization. Located in Burton, Texas, the 206-acre Camp For All site was designed with no barriers for children and adults with special needs to experience the joy of camping and nature. Camp For All collaborates with more than 65 nonprofit organizations across the Greater Houston area and beyond to enable thousands of campers and their families to discover life each year. She speaks regularly on the need for inclusive design in public spaces.

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