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.
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.
This blog post was originally published by Temkin Group prior to its acquisition by Qualtrics in October 2018.