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JetBlue, Southwest top customer loyalty rankings

JetBlue Airways and Southwest Airlines ranked number one and two respectively in an annual survey of customer loyalty conducted by Satmetrix. To compile its Net Promoter Index, Satmetrix surveyed 22,000 U.S. consumers for their feelings about 17 industries. Among the eight airlines considered, JetBlue took the top score of 60 percent and Southwest was a close second at 59 percent in the Net Promoter index, which is calculated as the percentage of respondents who rate the airline 9 or 10 on a 10-point scale, minus the number who rate it 6 or lower. Among the eight major airlines, “US Airways trailed the segment (i.e., came in last) at negative 12 percent,” Satmetriz said. The study also asked respondents to rate each company on various aspects of customer service. “These benchmarks allow companies to compare their performance to industry peers based on an industry-standard measure of customer loyalty,” said a Satmetrix spokesman. “But the big challenge for most companies is to figure out how to use customer feedback to drive improvements in their customer experience.” Top-ranked companies in other industries covered by the study include USAA, Symantec, Trader Joe’s, Vanguard, Amazon.com, Apple, Google, Costco and American Express.
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