JetBlue and Southwest Lead Airlines in Customer Experience

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Overall, the airline industry averaged a 63% rating in the 2015 Temkin Experience Ratings and tied for 12th place out of 20 industries. It was also one of only five industries to improve its rating over the past year, increasing its average by 1.2 percentage-points.

JetBlue took the top spot with a rating of 75%, placing it 52nd overall out of 293 companies across 20 industries. Southwest Airlines came in second with a rating of 72%, placing it 89th overall. JetBlue shot up from the middle of the pack in 2014 to the top spot in 2015, improving by an astounding 15 percentage-points over the past year.

At the other end of the spectrum, Spirit Airlines, which made its debut on the ratings this year, was the lowest-scoring company in the industry. It received a rating of 47%, which put it in 281st place overall.

Here are some additional findings from the airline industry:

  • The ratings of all airlines in the 2015 Temkin Experience Ratings are as follows: JetBlue Airlines (75%), Southwest Airlines (72%), Delta Airlines (69%), Alaska Airlines (69%), Virgin America (63%), American Airlines (57%), United Airlines (56%), US Airways (55%), AirTran Airways (52%), and Spirit Airlines (47%).
  • JetBlue Airlines (+15 points), Delta Airlines (+6 points), and Alaska Airlines (+4 points) improved the most between 2014 and 2015.
  • American Airlines (-5 points), United Airlines (-5 points), and AirTran Airways (-4 points) were the only companies in this industry whose ratings declined between 2014 and 215.

1503_AirlinesTxRoverview 1503_AirlinesTxRcomponents1503_AirlinesTxRchanges

About Bruce Temkin, CCXP
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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