{"id":10555,"date":"2012-06-26T05:47:28","date_gmt":"2012-06-26T11:47:28","guid":{"rendered":"https:\/\/staging.opexlearning.com\/resources\/?p=10555"},"modified":"2014-10-18T21:12:44","modified_gmt":"2014-10-19T02:12:44","slug":"airline-customer-satisfaction-acsi-diagnostic","status":"publish","type":"post","link":"https:\/\/staging.opexlearning.com\/resources\/airline-customer-satisfaction-acsi-diagnostic\/10555\/","title":{"rendered":"Airline Customer Satisfaction Infographic"},"content":{"rendered":"<div class=\"a296a24fa2fc69ef5487857f02f111e8\" data-index=\"9\" style=\"float: none; margin:10px 0 10px 0; text-align:center;\">\n<script async src=\"\/\/pagead2.googlesyndication.com\/pagead\/js\/adsbygoogle.js\"><\/script>\r\n<!-- Single Post readerboard -->\r\n<ins class=\"adsbygoogle\"\r\n     style=\"display:inline-block;width:728px;height:90px\"\r\n     data-ad-client=\"ca-pub-8207522353004717\"\r\n     data-ad-slot=\"1144967431\"><\/ins>\r\n<script>\r\n(adsbygoogle = window.adsbygoogle || []).push({});\r\n<\/script>\n<\/div>\n<p>This month, the American Customer Satisfaction Index (ACSI) released their annual customer satisfaction scores for the airline industry <sup class='footnote'><a href='#fn-10555-1' id='fnref-10555-1' onclick='return fdfootnote_show(10555)'>1<\/a><\/sup> and the airline carriers. To no surprise, the scores were dismal, except for one that stands out. Jetblue Airways. But in total, airline customer satisfaction is not a pretty picture.<\/p>\n<p>The data shows the clear <a title=\"difference between service and manufacturing\" href=\"https:\/\/staging.opexlearning.com\/resources\/intangible-aspects-in-service-operations-management\/8171\/\">difference between service and manufacturing<\/a>.<\/p>\n<p>Now, while it&#8217;s great for JetBlue, there are clearly several problems with the ACSI methodology:<\/p>\n<ol>\n<li>The Customer Satisfaction scores are released yearly. This is a problem because, at most, it&#8217;s a lagging indicator and a poor diagnostic &#8211; that is, the score doesn&#8217;t lead to any timely or relevant action or efforts around improvement. In sum, it&#8217;s just a score.<\/li>\n<li>Satisfaction, as a measure, is very, very broad. It actually doesn&#8217;t tell us much. What, exactly, does &#8220;Satisfaction&#8221; tell us anyway? Exactly &#8211; that&#8217;s my point.<\/li>\n<\/ol>\n<p>Nevertheless, here are the results of the ACSI Customer Satisfaction scores for the Airline Industry, broken down by airline carrier, in a nice little infographic I created for you. Enjoy.<\/p>\n<hr \/>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-10556\" title=\"airline customer satisfaction infographic\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2012\/06\/airline-customer-satisfaction.jpg\" alt=\"airline customer satisfaction infographic\" width=\"803\" height=\"2035\" \/><\/p>\n<hr \/>\n<p>While the ACSI is not perfect, it does give us some insight into how the consumer perceives the airline carrier. But, in terms of a true and helpful diagnostic, the ACSI isn&#8217;t very helpful at all.<\/p>\n<div class='footnotes' id='footnotes-10555'>\n<div class='footnotedivider'><\/div>\n<ol>\n<li id='fn-10555-1'> the details of the article may be found here http:\/\/www.theacsi.org\/index.php?option=com_content&amp;view=article&amp;id=213:acsi-scores-june&amp;catid=14&amp;Itemid=262 <span class='footnotereverse'><a href='#fnref-10555-1'>&#8617;<\/a><\/span><\/li>\n<\/ol>\n<\/div>\n<!--CusAds0-->\n<div style=\"font-size: 0px; height: 0px; line-height: 0px; margin: 0; padding: 0; clear: both;\"><\/div>","protected":false},"excerpt":{"rendered":"<p>This month, the American Customer Satisfaction Index (ACSI) released their annual customer satisfaction scores for the airline industry 1 and the airline carriers. To no surprise, the scores were dismal, except for one that stands out. Jetblue Airways. But in total, airline customer satisfaction is not a pretty picture. The data shows the clear difference [&hellip;]<\/p>\n","protected":false},"author":12327,"featured_media":10556,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[645],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Airline Customer Satisfaction Infographic<\/title>\n<meta name=\"description\" content=\"Airline industry and customer experience, as measured by the ACSI. Learn more here through this airline customer satisfaction infographic.\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Airline Customer Satisfaction Infographic\" \/>\n<meta property=\"og:description\" content=\"Airline industry and customer experience, as measured by the ACSI. 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