I-Southwest Airlines, i-Alaska Airlines, kanye ne-JetBlue Airlines ziletha isipiliyoni esihle kakhulu samakhasimende embonini yezindiza, ngokusho kwe-2016 Temkin Experience Ratings, isilinganiso samakhasimende saminyaka yonke sezinkampani ezincike ocwaningweni lwabathengi baseMelika abayi-10,000 XNUMX.
ISouthwest Airlines ithathe indawo ephezulu kuzindiza eziyisishiyagalolunye ezilinganisweni zalo nyaka, yathola amaphuzu angama-75% futhi yathola indawo yama-52 isiyonke ezinkampanini ezingama-294 ezimbonini ezingama-20. I-Alaska Airlines kanye neJetBlue Airlines babophele indawo yesibili, ngayinye enesilinganiso esingu-62% nezinga eliphelele lama-135.
ISouthwest ithole amaphuzu aphezulu minyaka yonke selokhu Izilinganiso zaqala ngo-2011, ngaphandle kuka-2015 lapho iJetBlue idubula ngamaphesenti ayi-15 ukuthi ithathe kuqala. Kulo nyaka, amaphuzu kaJetBlue anciphise kakhulu kunoma yiziphi izindiza eziyisishiyagalolunye ezihloliwe, zehla ngamaphesenti ayi-13 kusuka ku-2015.
Ngakolunye uhlangothi lobubanzi, iSpirit Airlines ithole amaphuzu aphansi kakhulu embonini ngesilinganiso esingu-40%, okuyibeka endaweni engama-284th isiyonke. I-US Airways bekuyiyona kuphela enye inkampani yezindiza yokuthola isilinganiso "esibi kakhulu" (ngaphansi kuka-50%).
Sekukonke, imboni yezindiza ilinganiselwe ngama-56% kwizilinganiso ze-2016 Temkin Experience Ratings futhi yaboshelwa endaweni yesi-12 kwezimboni ezingama-20. Isilinganiso esimaphakathi somkhakha sehle ngamaphesenti ayisikhombisa phakathi kuka-2015 no-2016, sehla sisuka kuma-63% saya kuma-56%.
"Sihalalisela iNingizimu-ntshonalanga ngokuqhubeka kwayo nokwenza kahle kuyo yonke le minyaka," kusho uBruce Temkin, ophathina weTemkin Group.
Nayi eminye imiphumela etholakele evela embonini yezindiza:
Izilinganiso zazo zonke izindiza ku-2016 Temkin Experience Ratings zimi kanje:
I-Southwest Airlines (67%), Alaska Airlines (62%), Izindiza zeJetBlue (62%), Delta Airlines (59%), Virgin America (55%), American Airlines (52%), Lufthansa (51%), US Airways (48%), kanye neSpirit Airlines (40%).
Ayikho inkampani yezindiza eye yathuthukisa amaphuzu ayo phakathi kuka-2015 no-2016.
IJetBlue Airlines (-13 amaphuzu) neDelta Airlines (-10 amaphuzu) yehle ngamaphesenti amaningi kakhulu phakathi kuka-2015 no-2016.
Manje ngonyaka wayo wesithupha ushicilelwe, Izilinganiso Zokuhlangenwe nakho kwe-Temkin ka-2016 ibhentshimakhi ebanzi kunazo zonke yolwazi lwamakhasimende embonini, ihlola izinkampani ezingama-294 ezimbonini ezingama-20: izindiza, abenzi bezinto zokusebenza, abathengisi bezimoto, amabhange, ama-ejensi okuqasha izimoto, abenzi bamakhompyutha, isikweletu abakhipha amakhadi, amaketanga okudla okusheshayo, izinhlelo zezempilo, amaketanga amahhotela, abathwali bomshuwalense, abahlinzeka ngemisebenzi ye-Intanethi, amafemu otshalo-mali, izinsizakalo zokulethwa kwamaphasela, abathengisi, amafemu esoftware, amaketanga ezitolo ezinkulu, abahlinzeki bezinsizakalo ze-TV, izinsiza kanye nabathwali abangenantambo.
Ukwenza lezi zilinganiso, iTemkin Group icele abathengi base-US abangu-10,000 XNUMX ukuthi bahlole okuhlangenwe nakho kwabo kwakamuva nenkampani ezinhlwini ezintathu: impumelelo (ungakwenza yini lokho ofuna ukukwenza?), Umzamo (kulula kangakanani ukusebenza nenkampani?), nemizwa (uzizwa kanjani ngokuxhumana?). I-Temkin Group yabe isilinganisela lezi zikolo ezintathu ukukhiqiza isilinganiso se-Temkin Experience yenkampani ngayinye.
Kulezi zilinganiso, amaphuzu angama-70% noma ngaphezulu athathwa ngokuthi “mahle,” futhi amaphuzu angama-80% noma ngaphezulu athathwa “njengamahle kakhulu.” Ezilinganisweni zokuhlangenwe nakho kweTemkin kulo nyaka, izinkampani ezingama-20% zithole amaphuzu “amahle” noma “amahle kakhulu”, kuyilapho ama-44% athola amaphuzu “abampofu” noma “abampofu kakhulu”.
LOKHO ONGAKUTHATHE KULESI SIHLOKO:
- At the other end of the spectrum, Spirit Airlines received the lowest score in the industry with a rating of 40%, which put it in 284th place overall.
- Southwest Airlines, Alaska Airlines, and JetBlue Airlines deliver the best customer experience in the airline industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.
- Southwest Airlines took the top spot out of nine airlines in this year’s ratings, earning a score of 75% and coming in 52nd place overall out of 294 companies across 20 industries.
