The University of Michigan’s Ross School of Business in partnership with the American Society for Quality and CFI Group announced the results of their American Customer Satisfaction Index (ACSI)—an annual customer service study—and Southwest Airlines had the best score among all airlines for the 16th consecutive year.
“Southwest appears well prepared for today’s economic conditions with its no-frills approach, low fares, and reliable service,” said Claes Fornell, founder of the ACSI and author of The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference. “The airline has a record of being able to deliver the basics well—getting both passengers and their luggage to the same destination on time.”
Southwest received a score of 81, on a zero-to-100 scale. Overall passenger satisfaction with airline service rose three percent earlier this year, the first increase since 2003.
ACSI measures customer satisfaction with the quality of products and services in utilities, transportation and warehousing, information, healthcare and social assistance, and accommodation and food services. For a complete list of measured companies and scores, please visit www.theacsi.org.
