Southwest Best In Customer Satisfation; United Last
United Airlines and Delta have done a great job over the past few years emerging from bankrupty to move into a financially stable place with a solid bottom line. Unfortunately for them, cost-cutting and increased efficiency has hurt customer satisfaction.
University of Michigan’s customer satisfaction survey of 20,000 fliers ranked United last and Delta second-to-last. The industry’s overall satisfaction dropped as well, from 65 to 63 points on a scale of 1 to 100.
Southwest was a bright spot, not only finishing first, but increasing its customer service ranking from a 74 up to 76.