Benchmarks By Company

American
Base-
line
95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change
First
Year
%
Change
Southwest 78 76 76 76 74 72 70 70 74 75 73 74 74 76 79 81 79 81 77 81 5.2 3.8
All Others NM 70 74 70 62 67 63 64 72 74 73 74 74 75 75 77 75 76 74 72 -2.7 2.9
Delta 77 72 67 69 65 68 66 61 66 67 67 65 64 59 60 64 62 56 65 68 4.6 -11.7
US Airways 72 67 66 68 65 61 62 60 63 64 62 57 62 61 54 59 62 61 65 64 -1.5 -11.1
United 71 67 70 68 65 62 62 59 64 63 64 61 63 56 56 56 60 61 62 62 0.0 -12.7
Airlines 72 69 69 67 65 63 63 61 66 67 66 66 65 63 62 64 66 65 67 69 3.0 -4.2
Northwest Airlines 69 71 67 64 63 53 62 56 65 64 64 64 61 61 57 57 61 #     N/A N/A
Continental 67 64 66 64 66 64 62 67 68 68 67 70 67 69 62 68 71 64 #   N/A N/A
American 70 71 71 62 67 64 63 62 63 67 66 64 62 60 62 60 63 63 64 65 1.6 -7.1
JetBlue NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM 81 83 2.5 2.5

Score tables print best in landscape.

Legend
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Notes
ACSI releases industry results throughout the year and updates the national index quarterly. Baseline measurements are from the summer of 1994.

The "All Others" score for an industry represents the remainder of the total industry market share, less the market shares of the ACSI-measured companies. It is an aggregate of a representative number of customer interviews from each of potentially hundreds of smaller companies within the industry. Individual company scores within the "All Others" category cannot be derived without additional data collection (see "ACSI Services," or to generate your own ACSI score using the ACSI methodology, see "ACSI MonitorSM").

**The limited-service restaurant industry was not measured in 2004 due to a change in the quarterly measurement system that was in place at that time.