Distinctions in the Customer Satisfaction Levels Between Southwest Airline Customors and Delta Airline Customers
(Title should match the statement of the problem, the question your research will try to answer)
Distinctions in the Customer Satisfaction Levels between Southwest Airline Customers and Delta Airline Customers
Executive Summary
Success for commercial airline companies is determined by their profit and their profitability is increased by making the most of satisfying their customers and retaining loyalty. Survey results in 2007 indicated that “airlines have work to do to improving customer satisfaction,” (AP, 2007). Delta Airlines ranked among the lowest and Southwest Airlines ranked among the highest in the survey areas of overall satisfaction, intentions to be a repeat customer, perceptions in expectations, value and quality in response to questions related to approval in a variety of industries including airlines. In order to gauge the level of customer contentment, whether or not it has improved for these two airline companies and how customer satisfaction differs between Southwest Airlines and Delta Airlines, a research project was conducted to find out how the customers now react to the respective airline companies and how well the airlines are trying to satisfy customers after making promises to do better.
Our research involved the airport experiences on the ground to include, check-in, boarding, arrival, baggage and staff friendliness and efficiency. Our research was carried out at KCI using a team of mystery shoppers who posed as travelers. Our mystery shopper team needed to find out what problems customers have with the airlines, how the problems are addressed and rate the general airline traveler experience at the airport. The results we found were mainly related to the sequence of events and we rated ending the customer-airline encounter on a positive noet with the highest mark. We recommend changes to the Southwest processes and different changes to the Delta processes to reduce the problems, which could have the result of
Distinctions in the Customer Satisfaction Levels between Southwest Airline Customers and Delta Airline Customers
Executive Summary
Success for commercial airline companies is determined by their profit and their profitability is increased by making the most of satisfying their customers and retaining loyalty. Survey results in 2007 indicated that “airlines have work to do to improving customer satisfaction,” (AP, 2007). Delta Airlines ranked among the lowest and Southwest Airlines ranked among the highest in the survey areas of overall satisfaction, intentions to be a repeat customer, perceptions in expectations, value and quality in response to questions related to approval in a variety of industries including airlines. In order to gauge the level of customer contentment, whether or not it has improved for these two airline companies and how customer satisfaction differs between Southwest Airlines and Delta Airlines, a research project was conducted to find out how the customers now react to the respective airline companies and how well the airlines are trying to satisfy customers after making promises to do better.
Our research involved the airport experiences on the ground to include, check-in, boarding, arrival, baggage and staff friendliness and efficiency. Our research was carried out at KCI using a team of mystery shoppers who posed as travelers. Our mystery shopper team needed to find out what problems customers have with the airlines, how the problems are addressed and rate the general airline traveler experience at the airport. The results we found were mainly related to the sequence of events and we rated ending the customer-airline encounter on a positive noet with the highest mark. We recommend changes to the Southwest processes and different changes to the Delta processes to reduce the problems, which could have the result of
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