In 8 years, Southwest Airline has been delivered its name in the best airlines customer experience according to the 2018 Temkin Experience Ratings. The Temkin Group is a customer experience research and consulting organization.
Every year, the Company has asked 10,000 US customers about their opinion including airlines’ fast food chains, hotels, credit card issuers, retailers and more. Temkin asks consumers three questions and then averages the scores to come up with a rating between zero and 100 percent.
Southwest Airlines got the highest score of all nine airlines with a rating of 76 %, putting it in 51st place overall out of 318 companies across 20 industries. Since the ratings begin in 2011, Southwest has earned the highest score for airlines every year with the exception of 2015, when JetBlue came in first.
The ratings of all airlines in the 2018 Temkin Experience Ratings are as follows:
- Southwest Airlines: 76%
- Alaska Airlines: 74%
- JetBlue Airlines: 70%
- Virgin America: 70%
- Delta Airlines: 64%
- United Airlines: 63%
- American Airlines: 62%
- ExpressJet: 59%
- Spirit Airlines: 45%
As compare to the previous year, the Alaska Airlines’ customer experience increase 6 points. On the other hand, Spirit Airlines’ score dropping 5 points.
In the eighth year of publication, the 2018 Temkin Experience Ratings evaluates 318 companies across 20 industries. The company evaluates the airlines, banks, computer & tablet makers, auto dealers, credit card issuers, health plans, fast food chains, insurance carriers, hotels & rooms, parcel delivery services, investment firms, supermarket chains, rental cars & transport, TV & appliance makers, retailers, TV/Internet service providers, software firms, utilities, streaming media, and wireless carriers.
Temkin Group asked 10,000 U.S. consumers to evaluate their recent experiences with a company by asking three questions like:
- Success – can you do what you want to do?
- Effort – how easy is it to work with the company?
- Emotion – how do you feel about the interactions?
After that, Temkin Group averaged these three scores and produces each company’s Experience Rating.
Here’s Temkin’s rating system:
- Excellent — Above 80 %
- Good — 70 to 79 %
- Okay — 60 to 69 %
- Poor — 50 to 59 %
- Very poor — Below 50 %
The managing partner of Temkin Group Bruce Temkin said, “Southwest Airlines continues to set the pace for customer experience in the airline industry, but Alaska Airlines is closing the gap.”