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.

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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.

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.

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