Southwest Airlines Earns Top Customer Experience Ratings for Airlines

Bruce Temkin, CCXP

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.

Written by 

I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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