Southwest Flying High In Study, Nunwood Customer Experience 100
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NEW YORK, NY 5/20/11 - Low-cost carrier SOUTHWEST AIRLINES is America’s top airline for value and service, in the inaugural Nunwood Customer Experience 100, a major national study by global customer experience specialist Nunwood. The Dallas, Texas-based company, America’s largest domestic operator, came in seventh in the overall Nunwood list of the top 100 brands across ALL sectors with a customer experience score of 7.95 out of ten. But in a sobering assessment of the US airline industry, only FOUR airlines made the list. JETBLUE (7.54) was rated the second best airline in the poll – and 34th brand overall – with CONTINENTAL AIRLINES and US AIRWAYS the only others represented, both sneaking in to tie in 95th, with a score of 6.97. Methodology Nunwood’s in-depth study of 4,853 customers across the US discovered exactly WHY the top performers provide an exceptional customer experience – and what their competitors need to do to catch up. In March 2011, Nunwood surveyed customers about their experiences with more than 250 of America’s best known brands.
Customers marked four factors on a scale of 0 to 10: Would they recommend them, how did they meet their needs, were they easy or difficult to deal with, and how did each company meet their expectations? The highlights showed that top performers… · Offer low prices AND high quality One Southwest customer told Nunwood, “They have good prices, wonderful people and no hidden extra costs.” Another said, “You can’t fly better, more convenient and less expensive.” Nunwood’s chief strategy officer, David Conway, who has led the study, said, “The top two airlines are low cost carriers … basically you get all the perks but without the steep price. There’s no baggage fees or extra costs. What you see is what you get, and customers love that. “Southwest’s customer service is outstanding and you can see why. Its staff are encouraged to express their personalities, its outlook is very customer-focused and its rewards program is hugely appreciated, particularly in these hard economic times when every cent counts.”
But Conway says the US airline industry clearly has a lot of work to do to revive customer loyalty. “The fact that only four airlines made the top 100 brands says it all. You have to try very hard to be good, and clearly many aren’t trying hard enough. They are merely adequate and can’t lift themselves and that’s an issue they must address.” Elsewhere, more than 40 of the top Nunwood 100 brands were retailers, while fast food restaurants and financial services companies each made up a fifth of the full list. In travel and tourism, just seven hotels chains were featured. For interview requests and additional information please contact Nunwood’s Head of Communications, Jem Maidment: ABOUT NUNWOOD We do this by starting with business and customer Insight, couple it with financially predictive Analytics and deploy the corporate know-how and technology to Activate change. Operating from offices in the US, APAC and Europe, Nunwood runs the global customer experience management programmes for some of the world’s most effective brands. “Excellence Delivered: The US Customer Experience Top 100″ is the 2011 edition of our global resource kit for Chief Customer Officers & Customer Directors. Please get in touch to learn more about how our analysis of the strategies of the nation’s winning firms can help your business. DISCLAIMER This work was commissioned and designed independently by Nunwood Inc (“Nunwood”). Sample was provided and routed to Nunwood’s survey by Survey Sampling International, LLC (“SSI”), an online panel provider. For formal details of SSI’s approach to sampling, please see www.surveysampling.com in conjunction with the overview in this document: http://www.nunwood.com/SSI_Esomar/SSI_Esomar_26.pdf While Nunwood makes every effort to present accurate and reliable information, it cannot certify such information nor does it guarantee its accuracy. All content is provided “as is”. Use of such information is voluntary and any reliance on it should only be undertaken after an independent review of its accuracy and completeness. By accessing this resource you accept this disclaimer, as well as the general terms and conditions of the www.nunwood.com website. (See ‘Legal’ onwww.nunwood.com)
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