Southwest Airlines Leads Airline Industry in 2014 Temkin Experience Ratings

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.

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AirlinesA
Here are some additional findings from the airline industry:

  • 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:

Airlines2

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To see all of the Temkin Ratings (Experience, Trust, Forgiveness, Customer Service, and Web Experience), visit the Temkin Ratings websiteTemkin Ratings website

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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