US Airways among Top 100 U.S. Companies for Customer Experience

[USA320Pilot]

US Airways among Top 100 U.S. Companies for Customer Experience

US DAILY (Tempe) - Four airlines landed in the top 100 U.S. companies for customer experience in a survey conducted by Nunwood, a marketing research company. Those four airlines include US Airways and Continental (tied at 95th), Southwest (7th) and JetBlue (34th). The Nunwood survey was conducted this past March and included nearly 5,000 customers across the U.S. Customers marked four factors on a scale of 0 to 10: Would they recommend the company (in our case, the airline), how did the company meet customer needs, was the company easy or difficult to deal with, and how did each company meet their expectations.

Survey highlights show companies who made the list:

- Offer low prices and high quality
- Provide a consistently branded experience
- Listen to their customers and swiftly rectify issues
- Consistently exceed customer expectations

Specific scores for the airlines that made the list are below:

- US Airways tied with Continental Airlines with a score of 6.97
- JetBlue Airways had ascore of 7.54
- Southwest with a score of 7.95

 

[SparrowHawk]

US Airways among Top 100 U.S. Companies for Customer Experience

US DAILY (Tempe) - Four airlines landed in the top 100 U.S. companies for customer experience in a survey conducted by Nunwood, a marketing research company. Those four airlines include US Airways and Continental (tied at 95th), Southwest (7th) and JetBlue (34th). The Nunwood survey was conducted this past March and included nearly 5,000 customers across the U.S. Customers marked four factors on a scale of 0 to 10: Would they recommend the company (in our case, the airline), how did the company meet customer needs, was the company easy or difficult to deal with, and how did each company meet their expectations.

Survey highlights show companies who made the list:

- Offer low prices and high quality
- Provide a consistently branded experience
- Listen to their customers and swiftly rectify issues
- Consistently exceed customer expectations

Specific scores for the airlines that made the list are below:

- US Airways tied with Continental Airlines with a score of 6.97
- JetBlue Airways had ascore of 7.54
- Southwest with a score of 7.95

In light of the other less positive surveys I'd be curious who commissioned the poll as we see this type of shenanigans all the time in politics. The positives they show in your post have NOT been my experience. However if you fly at the CP level for 10 years than you're going to get pooped on by any airline more than the average leisure traveler as at that level you fly more in 90 days than most do in a lifetime.

Since all airlines of any size have Loyalty Programs what I would LOVE to see is a reputable company like Gallup conduct a survey where they interview a large cross section of Frequent Flyers to ascertain what they value and then create a survey that is sent to EVERY Elite from Silver on up on every domestic carrier. It would be interesting to view the results and see who finished where and why.