Southwest Airlines Earns Top Customer Experience Ratings for Airlines

Temkin Experience RatingsWe recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Southwest Airlines delivers the best customer experience in the airline industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.

Southwest Airlines took the top spot out of the 10 airlines included in this year’s ratings, earning a score of 73% and coming in 90th place overall out of 331 companies across 20 industries. Southwest has earned the highest score every year since the Ratings began in 2011, with the exception of 2015 with JetBlue came in first.

Overall, the airlines industry averaged a 66% rating in the 2017 Temkin Experience Ratings and tied for 14th place out of 20 industries. The average rating of the industry improved by nine percentage-points between 2016 and 2017, going from 56.4% to 65.6%.

The ratings for all airlines increased between 2016 and 2017. US Airways improved the most, gaining 17 points, while Delta Airlines improved the least, gaining only three points.

See our FAQs about the Temkin Experience Ratings.

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I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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