Trends Report

Customer Experience Index 2008 Snapshot: Airlines

Southwest Airlines Soars Over Competition

March 20th, 2009
Bruce Temkin
With contributors:
William Chu , Henry Harteveldt , Steven Geller


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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