In-Flight Experience

Southwest Tops Forrester Customer Experience Report


Tim Winship
Tim Winship

    Forrester Research this week released its annual study ranking the customer experience at 175 large U.S. companies.

    Results of the

    Customer Experience Index, 2014

    study were based on respondents' answers to three questions:

    1. How enjoyable were they to do business with?

    2. How easy were they to do business with?

    3. How effective were they at meeting your needs?

    Of the seven U.S. airlines included in the 2014 study, Southwest took the top spot and United ranked last. The scores, on a 100-point scale: