I beg to differ.

Considering the survey methodology it is apparent there is a different bias. UA is in many more markets than WN. The survey apparently does not standardize the response by market (i.e. only responses for head-to-head competition are included). There are many more markets that UA is in and has little to no competition versus all WN markets have cutthroat competition. So for the market where UA is one of 1,2, or 3 games in town sans a LCC (of which there are many), to have that low of score is absolutely pathetic albeit not surprising after flying with them every week.

Additionally, the survey 'coddles' company responses based on a sampling of 250 out of their ~65,000 survey pool responses. Considering the market difference, I don't know if it's more or less biased by the casual traveler based on the additional markets that UA is in compared to WN.

So I'm not convinced it's biased and believe because of sampling it works the other way.

And you should care about the casual traveler. Because they aren't buying enough S and T fares on UA (for customer service and value perception reasons as the discount buckets are just as cheap as WN), I am getting them on 7 day advance purchases where a year ago it was mostly B M H Q for me. That means my PRASM is down. I suspect it's the same for UA. Combined with lower PLF and lower ASM's, that's not good news for UA's survival.