This month, the American Customer Satisfaction Index (ACSI) released their annual customer satisfaction scores for the airline industry 1 and the airline carriers. To no surprise, the scores were dismal, except for one that stands out. Jetblue Airways. But in total, airline customer satisfaction is not a pretty picture.
The data shows the clear difference between service and manufacturing.
Now, while it’s great for JetBlue, there are clearly several problems with the ACSI methodology:
- The Customer Satisfaction scores are released yearly. This is a problem because, at most, it’s a lagging indicator and a poor diagnostic – that is, the score doesn’t lead to any timely or relevant action or efforts around improvement. In sum, it’s just a score.
- Satisfaction, as a measure, is very, very broad. It actually doesn’t tell us much. What, exactly, does “Satisfaction” tell us anyway? Exactly – that’s my point.
Nevertheless, here are the results of the ACSI Customer Satisfaction scores for the Airline Industry, broken down by airline carrier, in a nice little infographic I created for you. Enjoy.
While the ACSI is not perfect, it does give us some insight into how the consumer perceives the airline carrier. But, in terms of a true and helpful diagnostic, the ACSI isn’t very helpful at all.
- the details of the article may be found here http://www.theacsi.org/index.php?option=com_content&view=article&id=213:acsi-scores-june&catid=14&Itemid=262 ↩