What Airlines Rank Highest (And Lowest) In Customer Satisfaction?
The release of the 2015 Temkin Experience Ratings, a study of over 10,000 United States respondents on 293 different consumer brands, offers the ratings of 10 different popular airlines in the U.S. The poll, which considers an 80 percent or higher to be “excellent” and a score of 70 to be “good,” weighs in on the airline debate.
Sitting pretty at 75 percent customer satisfaction is JetBlue, the highest ranked United States airline in terms of customer experience. With JetBlue’s recent overhaul of its image and the introduction of a new swanky menu and premium private cabins with extra-long beds, it’s no surprise that they’re ranking so high.
At the bottom end of the ratings is Spirit Airlines, which falls in at a 47 percent customer experience rating. In a recent interview with NPR, Spirit’s CEO proclaimed “We’re not even Wal-Mart. We’re Dollar General. And we like being Dollar General, because we save people lots of money.” Where JetBlue courts its customers with amenities and complimentary snacks and drinks, Spirit Airlines’s business model focuses purely on saving their customers money.
In order, the customer experience ratings of the ten top U.S. Airlines:
1) JetBlue Airlines 75%
2) Southwest Airlines 72%
3) Delta Airlines 69%
4) Alaska Airlines 69%
5) Virgin America 63%
6) American Airlines 57%
7) United Airlines 56%
8) US Airways 55%
9) AirTran Airways 52%
10) Spirit Airlines 47%