Southwest Airlines Earns Top Customer Experience Score For Airlines
Bruce Temkin
Human experience visionary, dynamic keynote speaker and executive advisor who helps organizations better understand and cater to human beings in ways that drive success and improve humanity
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings.
Congratulations to Southwest Airlines for earning the highest customer experience score in the airline industry.
Of the nine airlines included in this year’s Ratings, Southwest Airlines earned the highest score with a rating of 76%, putting it in 51st place overall out of 318 companies across 20 industries. Southwest has earned the highest score for airlines every year since the Ratings began in 2011, with the exception of 2015 when JetBlue came in first.
Overall, the airlines industry averaged a 66% rating in the 2018 Temkin Experience Ratings and tied for 12th place out of 20 industries. The average rating of the industry is unchanged from 2017.
Alaska Airlines’ customer experience score improved the most over the previous year, gaining six percentage-points. Spirit Airlines’ score, on the other hand, declined the most, dropping five points.
You can download the free report or purchase the dataset.
Night Manager at Carden Park Hotel - Cheshire's Country Estate
6 年Southwest eh, now why doesn't that surprise me (and I STILL haven't been Stateside to fly with them)
Customer Experience / Service professional (MBA/6σBB)
6 年Thank you Bruce, the scores reflected are they NPS or exclusively CES?