Airline Customer Satisfaction Index Results
Apr 30, 2019, 10:18 am
#1
Original Poster
Join Date: Apr 2017
Programs: AS 100k, DL PM, New Sagaya
Posts: 1,291
Airline Customer Satisfaction Index Results
AS bumps WN out of first place: https://www.marketwatch.com/story/th...ion-2019-04-30
Though the piece notes the role of the 737 MAX in customer perceptions - that seems like a weak reason to downgrade. But if the customer wants it, the customer gets it...
Though the piece notes the role of the 737 MAX in customer perceptions - that seems like a weak reason to downgrade. But if the customer wants it, the customer gets it...
Apr 30, 2019, 12:12 pm
#2
Join Date: May 2003
Location: SFO, mostly
Posts: 2,204
AS bumps WN out of first place: https://www.marketwatch.com/story/th...ion-2019-04-30
Though the piece notes the role of the 737 MAX in customer perceptions - that seems like a weak reason to downgrade. But if the customer wants it, the customer gets it...
Though the piece notes the role of the 737 MAX in customer perceptions - that seems like a weak reason to downgrade. But if the customer wants it, the customer gets it...
Apr 30, 2019, 12:18 pm
#3
Join Date: Aug 2018
Location: PDX
Programs: AS MVP Gold 100K
Posts: 2,329
"The ACSI Travel Report 2018-2019 on airlines, hotels, and internet travel services is based on interviews with 12,873 customers, chosen at random and contacted via email between April 5, 2018, and March 27, 2019. Customers are asked to evaluate their recent experiences with the largest companies in these industries in terms of market share, plus an aggregate category consisting of “all other”—and thus smaller—companies.
The survey data are used as inputs to ACSI’s cause-and-effect econometric model, which estimates customer satisfaction as the result of the survey-measured inputs of customer expectations, perceptions of quality, and perceptions of value. The ACSI model, in turn, links customer satisfaction with the survey- measured outcomes of customer complaints and customer loyalty. ACSI clients receive confidential industry-competitive and best-in-class data on all modeled variables and customer experience benchmarks."
The survey data are used as inputs to ACSI’s cause-and-effect econometric model, which estimates customer satisfaction as the result of the survey-measured inputs of customer expectations, perceptions of quality, and perceptions of value. The ACSI model, in turn, links customer satisfaction with the survey- measured outcomes of customer complaints and customer loyalty. ACSI clients receive confidential industry-competitive and best-in-class data on all modeled variables and customer experience benchmarks."
Apr 30, 2019, 12:20 pm
#4
Join Date: May 2003
Location: SFO, mostly
Posts: 2,204
"The ACSI Travel Report 2018-2019 on airlines, hotels, and internet travel services is based on interviews with 12,873 customers, chosen at random and contacted via email between April 5, 2018, and March 27, 2019. Customers are asked to evaluate their recent experiences with the largest companies in these industries in terms of market share, plus an aggregate category consisting of “all other”—and thus smaller—companies.
The survey data are used as inputs to ACSI’s cause-and-effect econometric model, which estimates customer satisfaction as the result of the survey-measured inputs of customer expectations, perceptions of quality, and perceptions of value. The ACSI model, in turn, links customer satisfaction with the survey- measured outcomes of customer complaints and customer loyalty. ACSI clients receive confidential industry-competitive and best-in-class data on all modeled variables and customer experience benchmarks."
The survey data are used as inputs to ACSI’s cause-and-effect econometric model, which estimates customer satisfaction as the result of the survey-measured inputs of customer expectations, perceptions of quality, and perceptions of value. The ACSI model, in turn, links customer satisfaction with the survey- measured outcomes of customer complaints and customer loyalty. ACSI clients receive confidential industry-competitive and best-in-class data on all modeled variables and customer experience benchmarks."
Apr 30, 2019, 12:26 pm
#5
Join Date: Aug 2018
Location: PDX
Programs: AS MVP Gold 100K
Posts: 2,329
"After leading a year ago, Southwest retreats 1% to 79, tied for second place with JetBlue (unchanged). Since 2012, the two airlines have taken the top spots in the ACSI ratings, joined by a steadily improving Alaska. Recent deadly crashes of the Boeing 737 Max (for Ethiopian Airlines and Air Lion) have left Southwest particularly vulnerable to safety concerns. It has more Boeing 737 Max models than any other airline. Approximately 9,400 Southwest flights were canceled the first quarter due to safety concerns and/ or bad weather."
Apr 30, 2019, 1:52 pm
#6
Join Date: May 2003
Location: SFO, mostly
Posts: 2,204
That's what I would assume, but they do mention it in the report.
"After leading a year ago, Southwest retreats 1% to 79, tied for second place with JetBlue (unchanged). Since 2012, the two airlines have taken the top spots in the ACSI ratings, joined by a steadily improving Alaska. Recent deadly crashes of the Boeing 737 Max (for Ethiopian Airlines and Air Lion) have left Southwest particularly vulnerable to safety concerns. It has more Boeing 737 Max models than any other airline. Approximately 9,400 Southwest flights were canceled the first quarter due to safety concerns and/ or bad weather."
"After leading a year ago, Southwest retreats 1% to 79, tied for second place with JetBlue (unchanged). Since 2012, the two airlines have taken the top spots in the ACSI ratings, joined by a steadily improving Alaska. Recent deadly crashes of the Boeing 737 Max (for Ethiopian Airlines and Air Lion) have left Southwest particularly vulnerable to safety concerns. It has more Boeing 737 Max models than any other airline. Approximately 9,400 Southwest flights were canceled the first quarter due to safety concerns and/ or bad weather."