March 20, 2009

Customer Experience Index 2008 Snapshot: Airlines

Southwest Airlines Soars Over Competition

This is the sixth document in the "Customer Experience Index, 2008" series.

by Bruce D. Temkin

with William Chu, Henry H. Harteveldt, Steven Geller

Executive Summary (This is a document excerpt)

Forrester asked nearly 4,600 consumers about their interactions with a variety of companies, gauging the usefulness, usability, and enjoyability of those experiences. Based on these consumer responses, we calculated the Customer Experience Index (CxPi) for 113 firms in 12 different industries. In this document we examine the seven large airlines in the CxPi. The key results: Southwest Airlines leads the pack and US Airways falls behind.

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