Southwest Airlines Leads Airline Industry in 2014 Temkin Experience Ratings
March 19, 2014 Leave a comment
We recently released the 2014 Temkin Experience Ratings that ranks the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers.
Southwest Airlines took the top spot for the fourth year in a row, earning a rating of 71% and placing 83rd out of 268 companies across 19 industries. At the other end of the spectrum, US Airways received the lowest ratings of any airline for the third straight year, landing in 251st place overall with a 52% rating.
- The ratings of all airlines in the 2014 Temkin Experience Ratings are as follows: Southwest Airlines (71%), Alaska Airlines (65%), Delta Airlines (63%), American Airlines (62%), United Airlines (61%), JetBlue Airlines (60%), AirTran Airways (56%), and US Airways (52%).
- American Airlines (+8 points), US Airways (+7 points), and United Airlines (+6 points) improved the most between 2013 and 2014.
- AirTran Airways (-9 points), JetBlue (-4 points), and Alaska Airlines (-3 points) were the only airlines whose ratings declined between 2013 and 2014.
- Overall, the airline industry averaged a 61% rating in the 2014 Temkin Experience Ratings and tied for 13th place out of 19 industries. It is also one of the 15 industries to improve its rating over the past year, increasing its average by 1.2 percentage points.
Here are how the companies performed on each of the three components of the Temkin Experience Ratings, compared with the industry average:
To see all of the Temkin Ratings (Experience, Trust, Forgiveness, Customer Service, and Web Experience), visit the Temkin Ratings website