Looking at the Gomez survey, it appears as though their rankings count having a particular feature as more important than doing it correctly. Therefore the more advertised features, the better the score.

For example, UA would get points for serving inedible food, but the discount carriers would not get any points.

If you look at the results, they are ranked very suspiciously like the rankings in terms of revenue, passengers, etc. I hope they didn't pay Senor Gomez too much for his revelations.