Temkin Experience Ratings 2016 has given best customer experience ratings in the airline industry to Southwest Airlines, Alaska Airlines, and JetBlue Airlines based on an annual customer experience survey of 10,000 customers, the company said.
According to the survey, Southwest Airlines took the top spot out of nine airlines in this year´s ratings, earning a score of 75 percent and coming in 52nd place overall out of 294 companies across 20 industries. Alaska Airlines and JetBlue Airlines tied for second place, each with a rating of 62 percent and an overall rank of 135th.
Southwest has earned the highest score every year since the ratings began in 2011, with the exception of 2015 when JetBlue shot up 15 percentage points to take first. This year, however, JetBlue´s score decreased the most of any of the nine airlines evaluated, dropping 13 percentage points from 2015.
Spirit Airlines received the lowest score in the industry with a rating of 40 percent, which put it in 284th place overall. US Airways was the only other airline to get a very poor rating (below 50 percent).
Temkin Experience Ratings is a comprehensive benchmark of customer experience in the industry, evaluating 294 companies across 20 industries.