Originally Posted by
pbarnette
I highly doubt that you have read any such survey in BusinessWeek. As far as I know, the only customer service survey BusinessWeek publishes is their customer service champs article every year. This isn't an attempt to rank airlines, it is an attempt to highlight high levels of customer service across industries. JetBlue is the only airline that made the most recent list, so there is pretty much no way to tell where DL ranked. Again, correct me if I'm wrong.
Unfortunately, I don't commit every article from every publication I read to memory, so you may be right that it wasn't BizWeek (though that's sticking in my head).
I must admit though. If Delta put as much effort into improving their product offering as you do into trying to convince people that they're actually really happy with Delta, they'd be leading the pack by now. You can try to discount various surveys and rankings because they're not scientific enough, or some publication doesn't like Delta, or whatever else you decide to toss out there, but the fact remains. They are surveys, they show people are dissatisfied with Delta, and in many cases, show that people are more dissatisfied with Delta than other airlines. C-sat is c-sat no matter how many ways somebody tries to spin it. In that regard, Delta is suffering.
But, since you want scientific, how's this? According to the Department of Transportation, based on January to October 2009, Delta had the highest number of complaints among major US carriers at 1.67 per 100,000 fliers. Second to worst on baggage incident reports per 1000.