Airlines have experienced a modest increase in customer satisfaction for the second year running, according to the American Customer Satisfaction Index (ACSI). The index for airlines improved 2 points to 69 on ASCI’s 100-point scale. While any improvement is a good sign, that score of 69 is still relatively low compared to other industries: for example, the airline industry still has some catching up to do to meet the hotel industry’s mark of 77, which remains unchanged from 2012 and 2011.
Nevertheless, not all airline customer experiences are created equal, and some airlines are dragging down the average. United appears to be the worst offender, with a customer satisfaction score of 62, flat from last year. US Airways (64) and American (65) are also below-average in this regard. Neither hold a candle to JetBlue’s score, which improved 2 points to a leading 83, ahead of Southwest, which got a 4-point boost this year to 81. Read the rest at MarketingCharts.
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