The definitive measure of passenger satisfaction with cause-and-effect analysis
Forecast the expected results from various improvement strategies in terms of customer satisfaction, retention, and financial returns.
Airlines today face more challenges than perhaps any other industry, but are rising to the task. Ensuring passenger safety, satisfaction, and profitability can seem daunting, but ACSI’s solution forecasts the expected results from various improvement strategies in terms of customer satisfaction, retention, and financial returns.
At a glance:
Most recent data:
9 major airlines, plus aggregate of smaller carriers
|Quality of mobile app||81||83|
|Reliability of mobile app (minimal down time, crashes, lags)||81||83|
|Ease of check-in process||81||81|
|Ease of making a reservation||80||81|
|Timeliness of arrival||80||81|
|Courtesy and helpfulness of flight crew||80||80|
|Courtesy and helpfulness of gate staff||79||80|
|Cleanliness of cabin and lavatory||78||79|
|Call center satisfaction||77||78|
|Range of flight schedules||77||77|
|Availability and size of overhead storage||75||76|
|Quality of premium (purchased) in-flight beverage and food||75||73|
|Quality of complimentary in-flight beverage and food||74||72|
|Quality of in-flight entertainment||74||72|
Industry averages are weighted by companies’ market shares.