Delta Passenger Satisfaction Improves
According to a new survey, customers are more satisfied with the airline industry for the second year in a row. That includes Delta Air Lines. The Atlanta-based air carrier received its highest score on the American Customer Satisfaction index since 1999.
Delta Air Lines scored a 68 on the index’s 100 point scale…beating out American Airlines, US Airways and United. That’s compared to receiving a 65 last year and a 56 in 2011. However, the airline did worse than Southwest Airlines and JetBlue. Forrest Morgeson is director of research with the American Customer Satisfaction Index.
“It actually appears that Delta is in something of a fairly slow but not unexpected process of improving back to higher levels that it had before its merger with Northwest. It never was an industry leader but it did perform a little better than the industry average.”
Mike Henny is Delta’s director of customer experience. He says the improved score shows a $3 billion dollar investment the airline has made in the past few years is paying off.
“It’s everything from the products we put on board, be it our seating, or our interiors, or the food and beverage services that we offer, to the technology that we use with both our frontline employees and reservations, or at the airport, as well as our customers.”
Those participating in the index gave high marks to the entire airline industry for the ease of checking-in, making reservations and the courtesy and helpfulness of flight crews. But they gave lower marks for in-flight services and seat comfort. The airline industry ranked near the bottom of all the industries measured in the index. In the most recent J.D. Power and Associates Airline Satisfaction Study, Delta received the second highest satisfaction ranking among traditional carriers.
9(MDAxODM0MDY4MDEyMTY4NDA3MzI3YjkzMw004))
Top Stories
