Temkin Experience Ratings Industry Snapshot: Airlines

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.

Southwest Airlines earns top customer experience (CX) score for Airlines, according to 8th annual Temkin Experience Ratings of 318 companies.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.

Southwest Airlines earns top customer experience (CX) score for Airlines, according to 8th annual Temkin Experience Ratings of 318 companies.

Southwest Airlines earns top customer experience (CX) score for Airlines, according to 8th annual Temkin Experience Ratings of 318 companies.

Written by 

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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