Survey: US Airways Ranks Last in Customer Satisfaction
DDI: 92
While Consumer Reports remains the bastion of objective reviews on consumer products and services, its latest survey of airline customers leaves lots of questions up in the air. For instance, few news reports covering these results have indicated whether CR surveyed a representative sample of travelers from each airline. Although it boasts more than 20,000 respondents, there is no indication whether the "dissatisfied" segment are airline loyalists or one-time disgruntled travelers. Furthermore, it is unclear whether the survey was conducted during the year-end holiday season when travelers tend to be more outspoken about airline delays and poor service. Marketers considering near-term campaigns involving on-board airline exposure, (i.e., in-flight magazines, radio, and television) should continue as usual. The Data Dump Indices remain unchanged for US Airways (DDI 113), Jet Blue (DDI 101), and Midwest (DDI 98) cited in these results.
While Consumer Reports remains the bastion of objective reviews on consumer products and services, its latest survey of airline customers leaves lots of questions up in the air. For instance, few news reports covering these results have indicated whether CR surveyed a representative sample of travelers from each airline. Although it boasts more than 20,000 respondents, there is no indication whether the "dissatisfied" segment are airline loyalists or one-time disgruntled travelers. Furthermore, it is unclear whether the survey was conducted during the year-end holiday season when travelers tend to be more outspoken about airline delays and poor service. Marketers considering near-term campaigns involving on-board airline exposure, (i.e., in-flight magazines, radio, and television) should continue as usual. The Data Dump Indices remain unchanged for US Airways (DDI 113), Jet Blue (DDI 101), and Midwest (DDI 98) cited in these results.
posted by Darren Bosik at
Wednesday, June 06, 2007
